Leading national insurer Apia has been responding immediately to customers affected by Victoria’s bushfires with a strong presence through its regional Branch network and a team of mobile staff working throughout the affected areas.
“Given the magnitude of this tragedy, we are taking the necessary time to handle our customers’ claims individually and in detail to ensure we meet the immediate needs of each customer’s specific circumstances. For customers who have experienced severe damage, we’re visiting customers face-to-face. This ensures we can understand our customers’ needs in the best possible way."
“We’re beginning to work with our customers on their longer term requirements but we are also assisting customers in the short term with temporary accommodation and emergency payments, which we are making immediately via direct deposit,” said Apia Executive Manager Geoff Keogh.
To alleviate stress and uncomplicate the process of making a claim, Apia customers do not have to present proof of insurance to be eligible for assistance as Apia has thorough records of customers in affected areas.
“Our staff are well aware that in total loss situations it is impossible for customers to provide proof of insurance, but customers can rest assure that this is something we can easily rectify at our end,” said Mr Keogh.
As part of its response, the Apia Victorian operation is being supported by staff from all around the country.
“We’ve got additional resources in place to ensure a quick resolution and assessment of all claims. Our senior and most experienced staff are personally assessing every major claim on a daily basis to ensure customers’ needs are met,” said Mr Keogh.
With a few hundred claims already, several of which are major or total losses, the length of calls staff are receiving are significantly longer than normal. Call times typically average around 10 minutes but fire-related claims are taking up to an hour, owing to the magnitude of claims and the emotional distress that goes with total loss situations.
“Our staff are coping remarkably well and doing their utmost to relieve customers of as much stress in what is already a difficult and traumatic situation,” said Mr Keogh.
Customers are encouraged to contact Apia on 13 50 50 as soon as possible.
Apia is a specialist insurer for people over 50 who are not working full time. It provides a full range of home and contents, car, caravan, motorhome and boat insurance and has a network of 34 branches across Australia, serving almost 700,000 customers.
For further information or to arrange an interview contact:
Kirsten McLennan, Apia Public Relations Manager, ph 03 8520 1895 or 0466130046
Anna MacIntosh, Hill and Knowlton, ph 02 9286 1292
“Given the magnitude of this tragedy, we are taking the necessary time to handle our customers’ claims individually and in detail to ensure we meet the immediate needs of each customer’s specific circumstances. For customers who have experienced severe damage, we’re visiting customers face-to-face. This ensures we can understand our customers’ needs in the best possible way."
“We’re beginning to work with our customers on their longer term requirements but we are also assisting customers in the short term with temporary accommodation and emergency payments, which we are making immediately via direct deposit,” said Apia Executive Manager Geoff Keogh.
To alleviate stress and uncomplicate the process of making a claim, Apia customers do not have to present proof of insurance to be eligible for assistance as Apia has thorough records of customers in affected areas.
“Our staff are well aware that in total loss situations it is impossible for customers to provide proof of insurance, but customers can rest assure that this is something we can easily rectify at our end,” said Mr Keogh.
As part of its response, the Apia Victorian operation is being supported by staff from all around the country.
“We’ve got additional resources in place to ensure a quick resolution and assessment of all claims. Our senior and most experienced staff are personally assessing every major claim on a daily basis to ensure customers’ needs are met,” said Mr Keogh.
With a few hundred claims already, several of which are major or total losses, the length of calls staff are receiving are significantly longer than normal. Call times typically average around 10 minutes but fire-related claims are taking up to an hour, owing to the magnitude of claims and the emotional distress that goes with total loss situations.
“Our staff are coping remarkably well and doing their utmost to relieve customers of as much stress in what is already a difficult and traumatic situation,” said Mr Keogh.
Customers are encouraged to contact Apia on 13 50 50 as soon as possible.
Apia is a specialist insurer for people over 50 who are not working full time. It provides a full range of home and contents, car, caravan, motorhome and boat insurance and has a network of 34 branches across Australia, serving almost 700,000 customers.
For further information or to arrange an interview contact:
Kirsten McLennan, Apia Public Relations Manager, ph 03 8520 1895 or 0466130046
Anna MacIntosh, Hill and Knowlton, ph 02 9286 1292
