Do insurers or EQC have a priority programme that manages people with health issues or who are elderly?
If there is a programme, how do agencies monitor or communicate this programme with those home owners to ensure they they are being prioritised (eg. speed, care, referrals)
Asked: 16 November 2014
For our vulnerable customers we provide a dedicated team of case managers who become a single point of contact for the customer, providing them with regular and consistent updates. We can offer this service through phone calls, face to face appointments, or a combination of both. We tailor a contact schedule that fits the customer’s needs.
Case managers for vulnerable customers can be accessed through calling EQC on 0800 DAMAGE (0800 326 243).
In relation to EQC – that should be referred to them, however it is understood that they do have a vulnerability structure.
Lumley clients are all assigned a case manager, this case manager will be aware of those customers that fall within the vulnerable or elderly category. As such we will be able to work with the customer to settle their claims expediently.