Insurance is often seen as paperwork and policies, but at its heart, it’s about people. In times of crisis, it’s often the small acts of kindness that can make the biggest difference. For one of our elderly clients in Eastbourne, a simple act – lighting a candle – turned into a devastating fire and turned their world upside down.
With their home uninhabitable for the next 12–18 months, our Eastbourne branch stepped in to ensure our client wasn’t facing this crisis alone. What followed was a remarkable effort to provide care, comfort, and support during a time of need.
All hands on deck
Said Charlotte: “We first became aware of the situation when our client’s neighbour rang the branch. As we spoke, we realised it was a very serious fire and with no smoke detectors in the property, our client had a lucky escape.
“The property suffered extensive fire and smoke damage, destroying most, if not all, of our client’s possessions. It was clear they couldn’t return to the property, and with very little salvageable, it was all hands on deck.
“We got a room booked at a nearby hotel and gave our client £500 from the branch account, for essential items. We also arranged with the hotel to bring some fish and chips, as our client had missed out on dinner.”
Charlotte and her team soon realised that their client, who is fiercely independent but a little unsteady on their feet, needed a walker to get about. She bought one from a local mobility shop, and Keely Featherstone, Commercial Account Executive, delivered it, alongside a bouquet of flowers to brighten up the room.
Said Keely: “When I first visited, I realised there were a few more things we could do to help. Firstly, our client was, understandably, still shaken. Initially, they thought the disruption would only be a couple of months so I explained that it would be much longer and that we would do all we could to help.
“Secondly, I adjusted the walker to the correct height and showed our client how to use the TV. While there, I took note of some simple items we could buy to make the hotel room more homely. Tissues, for example, so our client didn’t have to use toilet paper to blow their nose, and some nice biscuits.
“Lastly, our client needed their medications, so after my visit I rang the chemist and ordered everything that was needed.”
Progressing the claim and next steps
Over the last couple of weeks, Keely has visited regularly, even bringing her terrier Luna to say hello and help lift our client’s spirits! Keely also shown our client to the nearby doctor’s surgery, to make life easier. She helped organise for their medication to be delivered to the hotel, on a short-term basis.
What’s more, our client was worried about the security of the property, and their passport. So, when Paula Bland, Claims Advisor in our Thatcham Schemes division, visited the property with the loss adjuster she retrieved our client’s passport, which was a great comfort.
Keely and Charlotte have met with our client regularly, either in branch or at the hotel. Being able to speak in person has been especially helpful, as our client doesn’t use computers or a smartphone. Liaising with Paula and the loss adjuster, not only have they kept our client up to date on the progress of their claim, but they also ensured breakfast and dinner was paid for by the insurer, as stated in the policy wording. Now, they are helping to sort suitable temporary accommodation in the area by working with local estate agents to find an accessible property.
Said Paula: “It never ceases to amaze me, the difference, we as brokers, can make to our clients lives. It is not just insurance, it is our service and I believe Charlotte and Keely have been exceptional, delivering service that goes above and beyond expectations.”
The benefits of a local branch
There are several reasons why we love being on the high street, and one of them is that we’re able to host community events at Howden branches. So, when the Eastbourne branch hosted their recent coffee morning, they encouraged our client to come along as it seemed like a welcome relief from what has been a stressful few weeks.
The event was in collaboration with Just Friends, a local social group for older people helping to tackle isolation in the community. It was a fantastic session enjoyed by all who came! And in the meantime, the Eastbourne team are always happy to welcome our client into branch, whenever they need – even if it’s just for a natter over a warm cup of tea.
This is a marketing blog by Howden Insurance.