Case Study
A Heartbreaking Jewelry Loss
The Challenge
While traveling internationally a client lost a hand-crafted ruby engagement ring. This client was luckily insured by a high-value insurance company and was made whole. It wasn’t until 2 ½ years later when reviewing her insurance with NaVella Insurance, did they realize that their previous agent (a large national brokerage firm) never removed the lost ring. They were paying insurance premium on a ring that no longer existed. A cost close to $1,000.
Building Blocks
Agent representation and advocacy is key. Even though this client had the right insurance company insuring their assets, their agent who is responsible for advisory and support dropped the ball. After this policy this client was sent to call center with no relationship – just a transactional experience. Even though she had lost this piece years ago, she was reliving the loss all over again. Communication and touch points are the trademark of NaVella Insurance value proposition.
Result
This client transferred her insurance program to NaVella Insurance. Nadeen worked with the billing team to successfully reimburse the client and get her policy updated, saving the client hours and reliving heartbreak. In addition, Nadeen was able to negotiate better terms with bigger discounts as this client had extensive jewelry and fine art schedule. More coverage for less than what they were paying previously.
