Thousands of claims completed - Southern Response
Thousands of claims completed - Southern Response
We have completed 2,783 overcap claims and are working on another 3,181; cash settlements in progress, repairs and rebuild in design or under construction. We always look at complaints and issues raised with us, and the vast majority of claims are being managed through the system.
If anyone feels their case is not being resolved properly through dealing with us, we have been working hard to provide our customers with dispute resolution services, representation through services like the Residential Advisory Service, which we support as an independent support service, and the Insurance and Savings Ombudsman’s scheme determination to which Southern Response is bound, but not the customer. Both services are free to the customer and we have also arranged for them to be able to retain any alternative dispute resolution services that they may be pursuing. So, there is no down-side for the customers.
We weren’t invited to
the protest gathering and can’t speculate on the
content.
We are very keen to ensure that our customers
and their representatives understand our motives and
approach and have offered the leaders of the group meeting
this evening the opportunity on a number of occasions to
inspect our operations, rather than the potential of
proceeding on misinformation, which would have been a risk
at this evening’s meeting. To date, they have not taken
us up on this offer.
We have responded to the 110 protesters that came in 2013, and those that are our customers are: moving forward: a number of internal policy changes; awaiting further engineer reports; or we’ve made the best offer we can and require them to make concessions. Some weren’t our customers and some continue to have unacceptable demands.
ends