Insurance Cares: Careful and sensitive communication helps vulnerable customers


In March 2017, a storm damaged the property of a mutual insurance customer, Margaret. The insurer referred the case to MA Assist and informed us that roof tiles had been blown off the front of the house, the chimney stack looked unstable and the fence had blown down.

At this stage, little was known or shared about the customer. We tried to get in touch with Margaret several times but could not reach her.

Rogue traders
Meanwhile, Margaret was targeted by rogue builders who made faulty repairs t

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