Insurers mock man's claim

HELIDON man Bill Jolly did not expect an insurance claims officer from RACQ Insurance to laugh at his claim by replying in a snide email back to him.

The flood victim wrote a polite email to the company but was instead ridiculed.

RACQ Insurance has apologised to Mr Jolly and paid out his claim after they fired the policy officer, Lynette Cain.

Mr Jolly, a bird watching business owner, sent photos of his devastated property and a sincere thank you note to Ms Cain on Wednesday to which Ms Cain replied to Mr Jolly: “Ha ha, look at that Mr Jolly and jolly still. Whew got him off our back for a while”.

It was unknown who Ms Cain was meant to be sending the email to.

A spokesperson from RACQ Insurance said the payout and the public outcry over the incident were “completely unconnected in timing and relevance”.

“The email comment by the temporary contractor involved ... was unacceptable,” the spokesperson said.

“We are obviously deeply concerned about the contents and tone of this email and it does not reflect the views, attitudes or fundamental customer service ethos of RACQ Insurance.”

The pitiless message adds to public angst over insurance companies not getting back to their customers' claims more than three months after the flood disaster.

In an emailed statement, Mr Jolly said he was “pleased with the direct and professional response” from his insurer after he complained about the email last Wednesday afternoon.

“At midday on Thursday, a senior manager from RACQ Insurance telephoned me to apologise, to advise me of the steps he was taking to deal with the problems I had outlined,” he said.


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