Key results

• 21 days from reporting claim to replacement issued
• Demonstrated empathy & excellent customer service

How we helped

The mother of a child with autism who thrives on the familiar was extremely distressed when her child accidentally dropped and rendered beyond economical repair, their laptop – a piece of equipment that is integral to the child’s daily wellbeing – down the stairs.

Although the item was insured, laptops evolve, new models are released on a six-monthly basis. Finding an identical laptop was not going to be easy. The claims handler who dealt with the report completely understood the distressing situation, and could see how it important it was to settle the claim as quickly as possible.

• Acted fast
• Demonstrated empathy
• Provided high level of customer service

Results

Following an inspection of the laptop it was clear it had been damaged beyond repair and a settlement for a replacement was advised. Using Davies extensive contents validation database, Valid8, we were able to identify, source, and deliver a new Lenovo laptop with the same features and interface within 2 days.

The customer’s son was happy with his replacement laptop, and the customer was delighted with the speed of resolution of the claim. So much so that she wrote a glowing compliment letter for the claims handler involved.