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Warehouse fire

What happened?

 Two weeks before Christmas, a small business sole trader was devastated – a warehouse fire had destroyed most of his stock.  We arranged for a surveyor to investigate and report immediately.  However, nine days later the broker called the underwriter who called us: the insured was having sleepless nights and was sick with worry - had we received the report, had we had a chance to review it? 

We chased the surveyor – he had done the work but not yet completed his report.  On the phone he said he was happy with the claim and with the figures.  And he confirmed that the insured was struggling to cope.

We immediately agreed a POA.  We arranged an urgent payment through Accounts and it went through the same day.
 

Broker reaction

The underwriter was delighted and wrote to us:

 After your swift actions today, I have received a call from the Head of Cargo at [the broker] expressing their gratitude to the service they have received from Catlin. 

They are keen supporters of our brand and as I always feel that we make our name as insurers when a policyholder needs us most, our payment offer to tide [the insured] over after suffering a loss of a lot of their stock has not gone without notice…
 

Conclusion

The size of the broker or client doesn’t affect the service we strive to provide.  In addition to the details of the claim, we are also conscious of the personal impact on individuals when losses occur. 

We build our relationships and reputation through consistent behaviour across the board.

 


 

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© Catlin Head Office, 5th Floor, Washington House, 16 Church Street, Hamilton. HM 11. Bermuda