From: Ken Dixon [mailto:firstname.lastname@example.org]
Sent: Friday, 16 January 2015 4:54 PM
To: Joshua Reid
Cc: ‘Dale Sawkins’; Michelle Hislop
Subject: THANK YOU – RE: Claim Ken Dixon 62132 – Sea Doo Supercharger Failure
Further to our many discussions, I want to congratulate you and Dale on the way in which the claim was managed and settled. Having a loss just before Christmas was gut wrenching, knowing we would be without our jetski over the break. Luckily James Todd at the Jetski Shop had a late model Yamaha that I purchased (and then traded back this week) to get us over the holiday period with a jetski.
As an insurance broker, I get to manage and argue with nearly all insurers on how to settle a claim for a client. Now that it was my turn to have a claim, I dreaded how the claim or I would be treated.
Whilst this was my first claim for myself, the courtesy and logical approach to the settlement was what I expect from all insurers in relation to how clients of an insurer are treated.
The nature of my claim was unusual in that a bearing failing in a supercharger (with only 34 fully maintained hours) on a PWC is not something I would have expected or anticipated. The other disconcerting thing was the incident happened with no warning or visible signs of what might have or had occurred. We expected significant dramas on the claim, but must state, the latent defect clause contained in my policy has been settled in accordance with my expectations as a broker for a customer. Dale Sawkins from Marine and Leisure Assess Pty Ltd was first rate in his manner and discussion. I know he did his research on the Sea Doo product and liaised at length with James Todd (from the Jet Ski Shop on the Gold Coast) and Sea Doo to ensure he covered all bases and had a broad understanding of the resultant damage and the cause.
Both James and Dale confirmed the bearing failure at 34 hrs is a latent defect and accordingly the policy responded to the resultant damage, less excess.
This bodes well for the future as we have many, many clients with jetskis and boats (some worth a couple of million) and most are insured by us through Nautilus Marine. I trust their claims get handled in the same professional manner as mine…I know they will. It just reconfirms our decision to support Nautilus was a wise one and we look forward to growing our marine book further with you.
Thank you again.
Good afternoon Ken,
Just wanted to touch base to thank you for making the effort to send this note to Josh.
I’m glad to hear that we were able to exceed expectations here, and that you were able to get back on the water quickly. We do take pride in our claims management and many times the claims staff cop the bad end of the stick, most times unfairly.
We are proud to call Westcourt one of our key broker partners, and of course through the support of Steadfast brokers in Australia and New Zealand, you and your clients get key coverage benefits a lot of boat owners do not enjoy.
I hope to see you either on the water, or around the insurance market in the near future.