Foodworks Claims Testimonial

Transcription

1 File type: MP4 web File size: 61mb Duration: 7 min 45 sec Participants Graeme Diamond, proprietor, Foodworks (GD) Noelene Diamond, proprietor, Foodworks (ND) Jeff Stevens, Managing Director, Austbrokers HCI (JS) Darren Trott, Head of Customer Care, Claims, Zurich (DT) Stephen Brooks, Executive General Manager, Claims, Zurich (SB) page 1 of 5

2 0:00:11.279,0:00: (GD) We are country folk born and bred. 0:00:14.999,0:00: (ND) We came to Queensland for a sea change. 0:00:19.779,0:00: We decided to start 0:00:21.059,0:00: working for ourselves in a completely new industry which was retail. 0:00:25.779,0:00: (GD) Our main plan was that uh... as I approached retirement 0:00:28.949,0:00: I d like to be debt free 0:00:30.810,0:00: and we d like to be free enough to travel the world and enjoy life. 0:00:37.360,0:00: We had a plan, about a 5 year plan, max, 0:00:40.340,0:00: to build the supermarket up, and then we d put on the market, sell it and move on. 0:00:46.780,0:00: (News footage) We have a grim and desperate situation in the Toowoomba and Lockyer Valley region. 0:00:55.310,0:00: (ND) The 2011 floods impacted hugely on us 0:00:58.690,0:01: they were devastating to us personally 0:01:00.150,0:01: and financially. It s something that we never ever expected 0:01:03.350,0:01: to happen or experience in our life. 0:01:06.180,0:01: Who would believe these lasted the floods. 0:01:07.840,0:01: We had to fight for cover. 0:01:10.470,0:01: We didn t have flood cover in 2011, we had storm cover. 0:01:15.380,0:01: This was with a previous insurer. 0:01:18.890,0:01: I think that was one of the fridges... 0:01:20.610,0:01: (GD)We were praying that there was another answer 0:01:22.470,0:01: and we had to wait over 3 months to get 0:01:25.040,0:01: that answer 0:01:26.540,0:01: and 0:01:27.389,0:01: everyday was like 0:01:30.380,0:01: we re on a knife s edge. 0:01:32.250,0:01: (ND) There was a lot of tension between us 0:01:34.540,0:01: and a lot of anger. 0:01:36.310,0:01: (GD) You skimp and save 0:01:38.290,0:01: and sometimes that skimping and saving is not enough 0:01:41.860,0:01: because you need something better 0:01:44.320,0:01: and you don t get things better 0:01:46.400,0:01: when you don t have certainty. 0:02:02.190,0:02: (ND) The emotional support we got from our staff 0:02:05.170,0:02: and the trades people was amazing. 0:02:10.629,0:02: They knew that we might not have had cover so they were taking the gamble with us. 0:02:19.129,0:02: (JS) They do deliveries to people who can t get out and about, 0:02:22.559,0:02: they have wider aisles so you can get scooters up and down the aisles, 0:02:26.000,0:02: their competitors don t do that, page 2 of 5

3 0:02:28.069,0:02: it was very, very important that Foodworks got up and running quickly. 0:02:32.459,0:02: (GD) When I first met Jeff 0:02:34.499,0:02: I just gave him my previous insurance 0:02:37.150,0:02: documents 0:02:38.779,0:02: and said 0:02:39.799,0:02: I want something better, stronger, 0:02:41.149,0:02: I need protection, 0:02:42.969,0:02: I don t want to go through this again. 0:02:49.929,0:02: Well, I think we were struggling right up to Christmas 2011 to get 0:02:53.469,0:02: back 0:02:56.659,0:02: (ND) When life gives you lemons 0:02:58.459,0:03: you make lemonade. 0:03:05.199,0:03: (JS) Just as they thought everything was getting back to normal, 0:03:07.739,0:03: the absolute unthinkable happened. 0:03:09.659,0:03: Another flood on 2013 and 0:03:11.619,0:03: this time a lot worse. 0:03:14.149,0:03: (GD) The water was higher 0:03:15.129,0:03: the mud was thicker and deeper 0:03:17.249,0:03: and uh... the devastation in our shop was tremendous. 0:03:27.489,0:03: (ND) Completely different circumstances, no one could have ever predicted it. 0:03:31.629,0:03: The emotional impact 0:03:33.059,0:03: this time around 0:03:34.339,0:03: for me personally 0:03:35.929,0:03: was so much greater. 0:03:37.759,0:03: I m not really sure why, 0:03:39.809,0:03: but I think it was just 0:03:41.719,0:03: complete unbelief 0:03:43.269,0:03: that it s happened twice. 0:03:48.609,0:03: (GD) Everything was basically ruined 0:03:51.399,0:03: you know what we had left was 0:03:54.269,0:03: nothing that we could start with again. 0:03:57.669,0:04: So, we were had it, finished. 0:04:02.689,0:04: (ND) There was no more Australia Day, it was cancelled. 0:04:07.919,0:04: (JS) I mean they knew 0:04:08.819,0:04: that the claim was going to be met, they knew they had an adequate sum insured 0:04:12.020,0:04: and that s a great incentive to do it but 0:04:14.649,0:04: Graeme said, when he first walked in here and saw it, he said to Noelene 0:04:18.650,0:04: are we going do this again or are we just going to give it away. page 3 of 5

4 0:04:23.759,0:04: (DT) The estimated loss for the Foodworks claim was 0:04:26.500,0:04: over a million dollars. 0:04:29.150,0:04: The benefits of having business interruption insurance is that it allows 0:04:32.040,0:04: the wage bill to get paid, 0:04:33.510,0:04: it allows the rebuilding to commence, 0:04:35.739,0:04: and it alleviates the emotional trauma associated with an event like this. 0:04:39.919,0:04: (JS) Zurich offer flood 0:04:41.960,0:04: as part of the normal business insurance 0:04:44.860,0:04: so it was a was given, actually. 0:04:47.789,0:04: It pays your loss in trading profit, 0:04:50.169,0:04: so money that he would have made if he was trading 0:04:53.590,0:04: that s what it pays. 0:04:57.449,0:05: (GD) The response from Zurich was sensational. 0:05:01.379,0:05: They arrived 0:05:03.289,0:05: forty-eight hours 0:05:04.779,0:05: after the event 0:05:06.280,0:05: and uh... 0:05:07.569,0:05: offered us 0:05:08.969,0:05: a six figure sum 0:05:10.770,0:05: to help us get started. 0:05:14.379,0:05: (SB) You ve got somebody there that s providing you that certainty, 0:05:18.089,0:05: going through the 0:05:18.620,0:05: details of the policy, confirming with the broker 0:05:21.929,0:05: at that time 0:05:23.550,0:05: that this is what you re covered for. 0:05:25.419,0:05: We re there for them when it matters. 0:05:28.430,0:05: (ND) Getting that money straight away 0:05:30.709,0:05: allowed us to confidently 0:05:33.240,0:05: get all our staff in to clean, 0:05:35.370,0:05: and all their family, and know that we can pay them, 0:05:38.479,0:05: so that they can pay their mortgages, feed their families 0:05:42.620,0:05: life still has to go on. 0:05:46.970,0:05: (GD) The community has just 0:05:49.219,0:05: fantastically. 0:05:50.139,0:05: bonded together, 0:05:52.129,0:05: working well together, and 0:05:54.160,0:05: obviously showing us a lot of support because 0:05:57.749,0:06: second time around. 0:06:00.469,0:06: (ND) We still have half a dozen businesses not open 0:06:02.590,0:06: you know, there s questions...are they going to open? When are they going to open? page 4 of 5

5 0:06:05.949,0:06: And we were them 0:06:07.720,0:06: two years ago. 0:06:08.979,0:06: So we feel so much pain for them. 0:06:15.370,0:06: (SB) Zurich is absolutely committed to delivering an outstanding claims experience. 0:06:20.409,0:06: Once 0:06:21.209,0:06: a customer suffers a loss, that s when it s 0:06:24.469,0:06: our moment of truth. 0:06:29.539,0:06: (ND) The day we re-opened our doors, 0:06:31.819,0:06: was just one of the best days, not only for us, for our staff and the community. 0:06:39.060,0:06: (DT) I can t believe that it s only been ten days since I was here 0:06:42.169,0:06: and we were still washing out the mud 0:06:43.960,0:06: and to look at it now 0:06:47.810,0:06: it s just, it s wonderful. (JS) You walk down the street with Graeme, everybody knows him, everybody is keen to see him. 0:06:51.530,0:06: He said to me, and I truly believe this, getting back 0:06:59.339,0:07: as a one shop town, basically. 0:07:03.650,0:07: (ND) I never thought lightning could strike twice. 0:07:06.539,0:07: Today, we re stronger than ever, what doesn t break you makes you stronger, and we re bloody strong. 0:07:11.189,0:07: (GD) We ve restored that store three times in five years. 0:07:14.489,0:07: We re here to stay. 0:07:17.259,0:07: (ND) I see natural disasters very differently now, 0:07:19.870,0:07: they re part of life in Australia. 0:07:22.199,0:07: They could impact on anybody, 0:07:24.150,0:07: anywhere 0:07:25.309,0:07: and 0:07:26.370,0:07: you just have to deal with it. 0:07:28.330,0:07: (GD) We need to bring new life into this town, and 0:07:31.349,0:07: make things happen. 0:07:33.209,0:07: (ND) Tomorrow we celebrate Australia Day. 0:07:35.229,0:07: Australia Day two, for Laidley. 0:06:54.950,0:06: up and running was important to them because they couldn t leave Laidley Zurich Australian Insurance Limited ABN AFS Licence No ZU V1 03/13 Head Office: 5 Blue Street North Sydney NSW 2060 Client Enquiries Telephone: page 5 of 5