Going above and beyond for a customer hit by the Lismore floods
In May 2022, elderly couple Mary* and Albert* visited the Lismore Recovery Centre to discuss the progress of their home insurance claim. Their home had sustained considerable flood damage, and flooring, walls, bathrooms and the kitchen were stripped back and treated for mould.
At the time, the couple was staying with their niece. The QBE claims team arranged a caravan, so Mary and Albert could live on their property and regain their independence, while the works were being done.
Following the meeting, QBE continued to progress their claim, working closely with suppliers to manage the repairs. Not long after the repairs commenced, we heard the sad news that Albert had passed away, making an incredibly tough time even harder for his 93-year-old wife.
A year following the floods, our team returned to Lismore.
On-the-ground team members Paul Cummins, Supply Relationship Manager and Peter Riccio, Repair Quality Manager, Property Claims visited the caravan to check in on Mary and inspect the repairs, completed by QBE accredited builder, Campbell Constructions.
Mary said it had been a long 12 months with good days and bad, but she was grateful to those who had helped her along the way.
While on site, Peter and Paul learned the contractor she’d hired to put together her new furniture was delayed. Knowing how much she’d already been through, the boys volunteered to return after hours and assemble the furniture. That way, Mary would be one step closer to moving out of the caravan and back into her home.
After surprising her with a lovely bunch of flowers, Paul and Peter then got to work assembling her furniture – not an easy job after a full day on the road in 36-degree heat.
They were rewarded with home-made pikelets and jam – a lovely gesture to thank them for their efforts.
*Names have been changed to protect privacy.
QBE Home and Contents Insurance is issued and underwritten by QBE Insurance (Australia) Limited (ABN 78 003 191 035, AFSL 239545).
