Client success story: sometimes things get complicated

Sometimes what seems like a routine procedure becomes unexpectedly complicated. At times like these, our responsibility as a broker is to guide our customers through the confusion. Here’s how we do it.The other day, we got a call from a customer advising that a rock had chipped her windshield as she was driving.Unfortunately, Christine’s windshield was sporting a six inch crack in no time. This meant she would need to pay her insurance deductible in order to replace the glass.Not wanting to delay the repairs, later that same day she got a quote for repairs from her dealership. But her insurer recommended she also get a quote from their preferred repair shop, which she did. As it turned out, the two quotes were almost identical.The only issue is that the preferred shop was charging an extra $300 for calibrating the glass. Therefore she decided to go with her dealership. There was a momentary hiccup as we didn’t realize her insurer set limits on labour costs should a policyholder opt for a non-preferred shop. Luckily, the extra cost was negligible.Imagine Christine’s dismay when she arrived at her dealership to discover that her insurer had told the dealership that they would be covering a much smaller amount than everyone thought. All of a sudden, her repair bill was completely unreasonable.We contacted the insurer after Christine notified us to ask why she was being hit with a much larger bill when the two original quotes were nearly identical in price.We pressed them to review the way they had accessed her claim and ensure they had done their due diligence and everything within their control to create a satisfactory resolution for Christine.The insurer was unaware of the calibration issue and we negotiated with them to waive the limit and reimburse her in full, as originally expected. Christine was also able to get the glass replaced at the dealership with the calibration as per her wishes. She got exactly what she needed even though there were some tricky details that had threatened to derail her claim.Even though this claim seemed straightforward, Christine was hit with a lot of information and tricky details emerged to confuse and frustrate her. Finding those details and explaining to customers is part of our service promise. We want there to be no surprises for them and for their needs to be met.