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
0:00:11.279,0:00:14.999 (GD) We are country folk born and bred. 0:00:14.999,0:00:19.779 (ND) We came to Queensland for a sea change. 0:00:19.779,0:00:21.059 We decided to start 0:00:21.059,0:00:25.779 working for ourselves in a completely new industry which was retail. 0:00:25.779,0:00:28.949 (GD) Our main plan was that uh... as I approached retirement 0:00:28.949,0:00:30.810 I d like to be debt free 0:00:30.810,0:00:37.360 and we d like to be free enough to travel the world and enjoy life. 0:00:37.360,0:00:40.340 We had a plan, about a 5 year plan, max, 0:00:40.340,0:00:46.780 to build the supermarket up, and then we d put on the market, sell it and move on. 0:00:46.780,0:00:53.780 (News footage) We have a grim and desperate situation in the Toowoomba and Lockyer Valley region. 0:00:55.310,0:00:58.690 (ND) The 2011 floods impacted hugely on us 0:00:58.690,0:01:00.150 they were devastating to us personally 0:01:00.150,0:01:03.350 and financially. It s something that we never ever expected 0:01:03.350,0:01:06.180 to happen or experience in our life. 0:01:06.180,0:01:07.840 Who would believe these lasted the floods. 0:01:07.840,0:01:10.470 We had to fight for cover. 0:01:10.470,0:01:15.380 We didn t have flood cover in 2011, we had storm cover. 0:01:15.380,0:01:18.890 This was with a previous insurer. 0:01:18.890,0:01:20.610 I think that was one of the fridges... 0:01:20.610,0:01:22.470 (GD)We were praying that there was another answer 0:01:22.470,0:01:25.040 and we had to wait over 3 months to get 0:01:25.040,0:01:26.540 that answer 0:01:26.540,0:01:27.389 and 0:01:27.389,0:01:30.380 everyday was like 0:01:30.380,0:01:32.250 we re on a knife s edge. 0:01:32.250,0:01:34.540 (ND) There was a lot of tension between us 0:01:34.540,0:01:36.310 and a lot of anger. 0:01:36.310,0:01:38.290 (GD) You skimp and save 0:01:38.290,0:01:41.860 and sometimes that skimping and saving is not enough 0:01:41.860,0:01:44.320 because you need something better 0:01:44.320,0:01:46.400 and you don t get things better 0:01:46.400,0:01:53.400 when you don t have certainty. 0:02:02.190,0:02:05.170 (ND) The emotional support we got from our staff 0:02:05.170,0:02:10.629 and the trades people was amazing. 0:02:10.629,0:02:17.629 They knew that we might not have had cover so they were taking the gamble with us. 0:02:19.129,0:02:22.559 (JS) They do deliveries to people who can t get out and about, 0:02:22.559,0:02:26.000 they have wider aisles so you can get scooters up and down the aisles, 0:02:26.000,0:02:28.069 their competitors don t do that, page 2 of 5
0:02:28.069,0:02:32.459 it was very, very important that Foodworks got up and running quickly. 0:02:32.459,0:02:34.499 (GD) When I first met Jeff 0:02:34.499,0:02:37.150 I just gave him my previous insurance 0:02:37.150,0:02:38.779 documents 0:02:38.779,0:02:39.799 and said 0:02:39.799,0:02:41.149 I want something better, stronger, 0:02:41.149,0:02:42.969 I need protection, 0:02:42.969,0:02:49.929 I don t want to go through this again. 0:02:49.929,0:02:53.469 Well, I think we were struggling right up to Christmas 2011 to get 0:02:53.469,0:02:56.659 back 0:02:56.659,0:02:58.459 (ND) When life gives you lemons 0:02:58.459,0:03:05.199 you make lemonade. 0:03:05.199,0:03:07.739 (JS) Just as they thought everything was getting back to normal, 0:03:07.739,0:03:09.659 the absolute unthinkable happened. 0:03:09.659,0:03:11.619 Another flood on 2013 and 0:03:11.619,0:03:14.149 this time a lot worse. 0:03:14.149,0:03:15.129 (GD) The water was higher 0:03:15.129,0:03:17.249 the mud was thicker and deeper 0:03:17.249,0:03:24.249 and uh... the devastation in our shop was tremendous. 0:03:27.489,0:03:31.629 (ND) Completely different circumstances, no one could have ever predicted it. 0:03:31.629,0:03:33.059 The emotional impact 0:03:33.059,0:03:34.339 this time around 0:03:34.339,0:03:35.929 for me personally 0:03:35.929,0:03:37.759 was so much greater. 0:03:37.759,0:03:39.809 I m not really sure why, 0:03:39.809,0:03:41.719 but I think it was just 0:03:41.719,0:03:43.269 complete unbelief 0:03:43.269,0:03:48.609 that it s happened twice. 0:03:48.609,0:03:51.399 (GD) Everything was basically ruined 0:03:51.399,0:03:54.269 you know what we had left was 0:03:54.269,0:03:57.669 nothing that we could start with again. 0:03:57.669,0:04:02.689 So, we were had it, finished. 0:04:02.689,0:04:07.919 (ND) There was no more Australia Day, it was cancelled. 0:04:07.919,0:04:08.819 (JS) I mean they knew 0:04:08.819,0:04:12.020 that the claim was going to be met, they knew they had an adequate sum insured 0:04:12.020,0:04:14.649 and that s a great incentive to do it but 0:04:14.649,0:04:18.650 Graeme said, when he first walked in here and saw it, he said to Noelene 0:04:18.650,0:04:23.759 are we going do this again or are we just going to give it away. page 3 of 5
0:04:23.759,0:04:26.500 (DT) The estimated loss for the Foodworks claim was 0:04:26.500,0:04:29.150 over a million dollars. 0:04:29.150,0:04:32.040 The benefits of having business interruption insurance is that it allows 0:04:32.040,0:04:33.510 the wage bill to get paid, 0:04:33.510,0:04:35.739 it allows the rebuilding to commence, 0:04:35.739,0:04:39.919 and it alleviates the emotional trauma associated with an event like this. 0:04:39.919,0:04:41.960 (JS) Zurich offer flood 0:04:41.960,0:04:44.860 as part of the normal business insurance 0:04:44.860,0:04:47.789 so it was a was given, actually. 0:04:47.789,0:04:50.169 It pays your loss in trading profit, 0:04:50.169,0:04:53.590 so money that he would have made if he was trading 0:04:53.590,0:04:57.449 that s what it pays. 0:04:57.449,0:05:01.379 (GD) The response from Zurich was sensational. 0:05:01.379,0:05:03.289 They arrived 0:05:03.289,0:05:04.779 forty-eight hours 0:05:04.779,0:05:06.280 after the event 0:05:06.280,0:05:07.569 and uh... 0:05:07.569,0:05:08.969 offered us 0:05:08.969,0:05:10.770 a six figure sum 0:05:10.770,0:05:14.379 to help us get started. 0:05:14.379,0:05:18.089 (SB) You ve got somebody there that s providing you that certainty, 0:05:18.089,0:05:18.620 going through the 0:05:18.620,0:05:21.929 details of the policy, confirming with the broker 0:05:21.929,0:05:23.550 at that time 0:05:23.550,0:05:25.419 that this is what you re covered for. 0:05:25.419,0:05:28.430 We re there for them when it matters. 0:05:28.430,0:05:30.709 (ND) Getting that money straight away 0:05:30.709,0:05:33.240 allowed us to confidently 0:05:33.240,0:05:35.370 get all our staff in to clean, 0:05:35.370,0:05:38.479 and all their family, and know that we can pay them, 0:05:38.479,0:05:42.620 so that they can pay their mortgages, feed their families 0:05:42.620,0:05:46.970 life still has to go on. 0:05:46.970,0:05:49.219 (GD) The community has just 0:05:49.219,0:05:50.139 fantastically. 0:05:50.139,0:05:52.129 bonded together, 0:05:52.129,0:05:54.160 working well together, and 0:05:54.160,0:05:57.749 obviously showing us a lot of support because 0:05:57.749,0:06:00.469 second time around. 0:06:00.469,0:06:02.590 (ND) We still have half a dozen businesses not open 0:06:02.590,0:06:05.949 you know, there s questions...are they going to open? When are they going to open? page 4 of 5
0:06:05.949,0:06:07.720 And we were them 0:06:07.720,0:06:08.979 two years ago. 0:06:08.979,0:06:15.370 So we feel so much pain for them. 0:06:15.370,0:06:20.409 (SB) Zurich is absolutely committed to delivering an outstanding claims experience. 0:06:20.409,0:06:21.209 Once 0:06:21.209,0:06:24.469 a customer suffers a loss, that s when it s 0:06:24.469,0:06:29.539 our moment of truth. 0:06:29.539,0:06:31.819 (ND) The day we re-opened our doors, 0:06:31.819,0:06:38.819 was just one of the best days, not only for us, for our staff and the community. 0:06:39.060,0:06:42.169 (DT) I can t believe that it s only been ten days since I was here 0:06:42.169,0:06:43.960 and we were still washing out the mud 0:06:43.960,0:06:47.810 and to look at it now 0:06:47.810,0:06:51.530 it s just, it s wonderful. (JS) You walk down the street with Graeme, everybody knows him, everybody is keen to see him. 0:06:51.530,0:06:54.950 He said to me, and I truly believe this, getting back 0:06:59.339,0:07:03.650 as a one shop town, basically. 0:07:03.650,0:07:06.539 (ND) I never thought lightning could strike twice. 0:07:06.539,0:07:11.189 Today, we re stronger than ever, what doesn t break you makes you stronger, and we re bloody strong. 0:07:11.189,0:07:14.489 (GD) We ve restored that store three times in five years. 0:07:14.489,0:07:17.259 We re here to stay. 0:07:17.259,0:07:19.870 (ND) I see natural disasters very differently now, 0:07:19.870,0:07:22.199 they re part of life in Australia. 0:07:22.199,0:07:24.150 They could impact on anybody, 0:07:24.150,0:07:25.309 anywhere 0:07:25.309,0:07:26.370 and 0:07:26.370,0:07:28.330 you just have to deal with it. 0:07:28.330,0:07:31.349 (GD) We need to bring new life into this town, and 0:07:31.349,0:07:33.209 make things happen. 0:07:33.209,0:07:35.229 (ND) Tomorrow we celebrate Australia Day. 0:07:35.229,0:07:36.509 Australia Day two, for Laidley. 0:06:54.950,0:06:59.339 up and running was important to them because they couldn t leave Laidley Zurich Australian Insurance Limited ABN 13 000 296 640 AFS Licence No. 232507 ZU21633 - V1 03/13 Head Office: 5 Blue Street North Sydney NSW 2060 Client Enquiries Telephone: 132 687 www.zurich.com.au page 5 of 5