This case study highlights how much the little things matter and that simple acts of kindness can help with the recovery from a traumatic event. 

“During that first visit, I asked David to describe any personal possessions left in the vehicle. Alongside a dog bed, a jacket and other small items, he mentioned that his daughter had told the police about her mint Tic Tacs. We both laughed at this and commented how children often think of items that appear to have no significance.

Having left the insured’s property feeling helpless and upset by the events that affected this small family, I went to the shops and bought some air fresheners for David's replacement car, a dog mug and packet of Tic Tacs for his daughter. When I returned with the gifts, I explained that the events had hit me personally as the father of a young daughter.”

“Today I’ve had the pleasure of dealing with one of your Claims Investigators, Yacoub Saleh, following the theft of my company car. Yacoub was extremely courteous and professional. We discussed the break-in that my family and I experienced and the repercussions since. Yacoub’s genuine empathy with the situation was quite unexpected. I always imagined insurance to be a pretty unemotional vocation! The break-in was traumatic, and being reminded that there are some decent people in the world helps the recovery!

What caused me to write to you, however, was when Yacoub returned to our house a short time later, he brought us gifts. To say I’m touched is an understatement. I’m not usually a very emotional person but I’m truly grateful to Yacoub today, he is a credit to your business, and my family and I thank him.”