Case Study: "Good on you Sam!"
“It’s wonderful that we have been paying all these premiums all these years and we never ever thought we’d make a claim. We didn’t even know how to make a claim.”
“We didn’t even really know it was a claim. Sam [from AFRM] got involved and got us all this money and it was amazing.”
Just before 5pm on 9 February, this year, AFRM Managing Director, Rob Vitnell, got a call on his mobile number from a number he didn’t immediately recognise ‒ but he answered it, nonetheless.
It turned out to be Ivy [name changed to protect client privacy], a client Rob had worked with several years ago before AFRM Adviser, Sam Brennan, took over day-to-day management of her risk advice; and also that of her husband, Kevin [name changed to protect client privacy].
After explaining who it was on the line, Ivy got straight to the reason she was calling.
Rob relayed what she said: “Hi Rob. We spoke a couple of years ago. I have been working with Sam. I hope you don’t mind me calling but I wanted to give you some feedback.”
Rob was aware that Sam had assisted Ivy and Kevin with a Trauma Policy claim for prostate cancer in the second half of 2020 and that he was also pursuing a claim under Kevin’s Income Protection (IP) policy, which included a Trauma/Crisis Benefit, allowing for a monthly benefit payment in the event of suffering a Trauma and being unable to work.
Ivy had called Sam in September 2020, advising that Kevin had been diagnosed with prostate cancer. Sam and AFRM’s Group Risk Manager, Bev Murray, immediately initiated the claim process, advising Ivy that there were two possible claims, and commenced the process of compiling documentation for the Trauma Policy claim, given the IP policy had a 90-day waiting period before benefits are assessable/payable.
Sam took the lead in pursuing the Trauma claim with the insurer and by December 2020, had succeeded in securing a Trauma policy claim benefit for Kevin of almost $250,000.
At that time, still within the 90-day waiting period of the IP policy, the second claim was still being prepared.
With all of that background information in mind, Rob was expecting Ivy to want to talk about Kevin’s lump sum Trauma benefit payment.
Rob said: “She didn’t even want to talk about that. She said: ‘I want to talk to you about Sam.”
“She said – and I quote: 'Sam is amazing. He is very professional. He is not just professional, he is sympathetic. He will ring us just to ask how Joe is going. In fact, he just rang me today which made me think I had to ring you and tell you about it. He delivered on his promise. He got the claim paid.”
Rob recalled Ivy went on to say: “It’s wonderful that we have been paying all these premiums all these years and we never ever thought we’d make a claim. We didn’t even know how to make a claim. We didn’t even really know it was a claim. Sam got involved and got us all this money and it was amazing.”
“The experience and the process was so good. He (Sam) was really quick. He always replies. He always helps us. He explains things simply in layman’s terms. We are not very tech savvy people. We need things explained to us simply. Sam is a brilliant person and I thank you for allowing him to work with us.”
It was the kind of phone call every Managing Director dreams of getting when it comes to getting feedback about a team member’s work.
As Rob said: “How good is that? You just can’t make up those words! I was madly writing it down as Ivy was talking. No one made her call me. She felt motivated enough to pick up that phone and that is special. Good on you Sam.”