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Personal involvement the key to customer satisfaction

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When a Hobart café owner returned a less than glowing score on a Gallagher client advocacy survey, our local branch manager decided to pay him a visit – even though he had only one policy, for workers’ compensation.

On arrival Dan Quintin discovered the café owner shared a passion of his own – for motorcycles, with a mini museum of American bikes on the premises. (Hint: the name of the business is a bit of a giveaway.)

Over a cup of coffee Quintin ironed out the workers’ compensation issue and asked if there was anything more Gallagher could do for the business.

Fortuitously the owner’s business insurance was due for renewal with another broker and Quintin jumped on the opportunity to quote on a Gallagher SmartProtect Business policy.

personalised service client-1“I made him an offer and he accepted it,” he says, adding that that from then on he regularly calls in for a java and a chat, which keeps him apprised of developments, such as the purchase of two coffee vans set up with espresso machines in the back.

Some 18 months later the café owner parked one of these vans on an incline and forgot to put the handbrake on – these things do happen!

His Gallagher SmartProtect Business policy covered the claim for damage but when he took the van to an approved repairer he was told it would have to be sent to Melbourne for the espresso machine to be demounted, returned to Hobart for repairs and driven back to Melbourne for reinstallation, with a repeat journey back to Tasmania – and on top of that the quote was steep.

Profile_hobart_DanQuintinThe café owner called Quintin with his tale of woe. Quintin reached out to other Gallagher clients who had repair works done in Hobart and was able to obtain an alternative quote for repairs to the van without deinstallation of the espresso machine and for half of the original quote.

After the van was repaired the café owner wanted to claim business interruption losses for the time it was off the road, but encountered some technical difficulties with making the claim. Quintin intervened again and succeeded in securing a payout for the business’s lost revenue.

We reckon his next cup of coffee should be on the house!

Experience personalised Gallagher service for yourself

Whether you need policy advice, practical guidance with risk mitigation or help with obtaining the optimum result from a claim, at Gallagher we are committed to going the extra distance to ensure you receive the service you need. Just contact one of our insurance experts in your area. 
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