Could Insurance be on the Brink of a Renaissance?

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For Immediate Release

Could the Insurance Industry on the Brink of a Renaissance?

Stories of “being mucked around” by insurance brokers and companies are commonplace.

A growing number of insurance sector professionals are kicking off a crusade, keen to see opinions of the industry evolve and improve.

“The insurance industry can and should be built on integrity, transparency and trust.” Said industry improvement crusader Nigel Kelly from Insurance Advocates Ltd.

Mr. Kelly is poised to be an integral part of an industry overhaul, and has set up a business that is concerned solely with sorting out claims and concerns for and by both the industry and its customers.

Insurance Advocates was able to resolve a heart wrenching case for a North Shore couple recently.

Carole and David Cooper were in very real danger of being just another unsatisfied and angry statistic before Mr. Kelly was able to step in settle a charged and upsetting ordeal for them by working with the insurance company, rather than railing against it.

Last year, Carole’s younger sister was killed suddenly in a cycling accident in South Africa.

Upon receiving this tragic news, the family went about organizing travel immediately.

Carole left arrangements to her husband, David, as she was consumed with grief and shock.

The most pressing concern David discussed with the travel agent at a North Shore branch of Flight Centre, was insurance cover.

“A broken leg in South Africa can set you back a million rand” David stated. “I said that money was no object, I just needed to best insurance possible. I needed my girls to be safe.”

The travel agent arranged and charged the family for a policy through Cover-more insurance.

Hours after arriving in South Africa, Carole and her eldest daughter were exposed to a scene of chaos and devastation.

The home that they were staying at was ransacked and robbed while they were out for dinner at a nearby restaurant.

Upon arriving home to New Zealand, Carole and David went about arranging the necessary receipts and paperwork for their claim.

The insurance agent handling the case paused briefly when finalizing the claim and issuing payment, and informed the family that they only had partial cover, not the complete coverage policy that would have paid out more than they were about to receive.

David and Carole were confused and upset, as they had clearly requested “the best cover possible”.

Months of discussions with Flight Centre and Cover-more followed.

The beleaguered couple were introduced to Nigel Kelly from Insurance advocates.

Mr. Kelly was able to work closely with the insurance company to help facilitate the full coverage amount for the Cooper family.

Cover-more CEO Bruce Morrison, like an ever-increasing number of industry professionals, believes that the insurance industry needs to evolve and address less-than-positive perceptions. This landmark case is a very real example of their commitment to do this.

“People just let themselves get talked to in circles.” Said Carole. “We want everyone to know that you musn’t assume anything, and it is important to ask questions and make sure you understand exactly what you are paying for.”

“This felt like a case of David and Goliath” Said Mr. Cooper.

Unlike the well-known biblical reference, David and Goliath worked together to resolve the situation, and avoid stones being thrown.

- Insurance Advocacy is borne of the belief that the insurance sector can and will act with integrity and fairness when given rational and reasonable evidence and information.
- Insurance advocates work to resolve issues on a case-by-case basis and only take a commission on the improvements awarded to his clients.
- The insurance industry consistently scores low on customer satisfaction ratings in New Zealand and around the world. Many insurance professionals are keen to see a shift toward a customer-focused and improved perception through acting fairly and vigorously to resolve grievances.

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