When a customer phoned Suncorp New Zealand to make a claim for a broken windscreen, it all seemed straightforward enough. However, as the team representative began to gently probe the caller as to the circumstances around the claim, it became evident that a lot more was going on.

‘He had gone through a breakup with his partner with whom he had children, and lost touch with other members of his family. He was also suffering an injury, which meant that he was off work. It was through really leaning in and listening that our team member found out that he was in a vulnerable situation,’ says Gail Saipani, Suncorp New Zealand’s executive manager, customer advocacy and performance.

In addition to paying the claim, Suncorp provided the customer with supermarket vouchers and a Lifeline Connect referral, should he be interested in taking up specialist services. 

The customer subsequently wrote to Suncorp to say, ‘I was blown away by the kindness. It gave me hope that life was going to get better.’

Complexities of identifying vulnerable customers

Mathew Hessian, general manager of customer solutions at McLarens New Zealand, says the main challenge is identifying and defining vulnerability, and it is no longer acceptable to simply take the claim event being presented at face value.

‘Vulnerability incorporates a wide range of factors which often overlap or accumulate,’ explains Hessian. This could include age, cultural diversity, family or living situation, as well as factors that are directly related to the event, such as impaired living situations. An event may also exacerbate existing vulnerabilities.

‘The matrix of factors is complex and in order for a claims response to be effective and empathetic to the circumstances, the claims team must be able to firstly identify the circumstance and the various factors that may become relevant to the claim process,’ he adds.

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