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(Legal & General Employee) Good afternoon, you're through to Adriana at Legal & General, how can I help you?
(Legal & General Employee) You mentioned there is water gone into the property, what actually happened?
(Legal & General Employee) Okay, is everybody in the house okay?
(Presenter) The severe flooding and gale force winds of
violent storms leave devastating effects on people and their lives.
(Legal & General Employee) Good morning, you're through to Raf at Legal & General Claims, how may I help you?
(Mr Sillet) We rung the insurance company Saturday morning,
they were pretty good, filled the claim form in over the phone, which I think saved quite a bit of time for us, didn't it?
(Mrs Sillet) Yes.
(Legal & General Employee) I am very sorry to hear this. Exactly what
has happened, can you just run me through the full circumstances please?
(Mrs Sillet) We got a phone call about...
(Mr Sillet) 9 o'clock.
(Mrs Sillet) ...9 o'clock off his mum telling us she'd
had a phone call off her neighbour, telling us they think we should come home, because
our house could be flooded.
(Mr Sillet) The conservatory was...
(Mrs Sillet) Brown.
(Mr Sillet) ...brown, yeah, the things were floating around
in there quite nicely, the water had run into the front room, it had been soaked by -- we
had a big rug in the front room, the floor was wet, starting to swell and lift.
(Legal & General Employee) Every person on the phone could be me, my
mum, my dad, my Nan, so I treat them as such.
(Legal & General Employee) When a customer says, 'I have lost a ring,
but it was given to me by my husband who has passed away,' and then I think about my father
who has passed away and I how would I feel if I lost something like that from him and
then you try and talk to them and try and really understand what they're trying to say to you.
(Mrs Sillet) I think she asked if we were okay, didn't she?
(Mr Sillet) Yes, at least they asked how we were, not how the house was.
(Legal & General Employee) People do open up on the phones, they do open
up their emotions completely, I mean, I have had people swearing on the phone to me about
what has happened and I have had people sobbing.
(Presenter) Insurance isn't something you always appreciate until you have to claim on it.
(Mr Sillet) There is nothing worse than on that Saturday
morning, I'll tell you, when you're thinking did I pay, did I buy the insurance, don't you?
(Mrs Sillet) I would say definitely have insurance, because
how I felt knowing we had insurance, to think that if we didn't have it, I would feel even worse.
(Mr Sillet) Then the financial costs would be be...
(Mrs Sillet) Massive.
(Legal & General Employee) That first call with us is when they realise
the real value of insurance, the actual tangible quality to it.
(Mr Sillet) A few hundred pounds for insurance against
maybe thousands of pounds' worth of damage, it is like anything isn't it, it is a bit
of a gamble isn't it when you pay your insurance, whether you would need it or not, but...
(Mrs Sillet) I will never moan it is too high again.
(Presenter) Having the right insurance can give peace
of mind; however, there are some things that just can't be replaced.
(Mr Sillet) All the photographs were brought down was
a loss, weren't they?
(Mrs Sillet) They were photos before like digital cameras
basically, all the ones with the negatives in the packets.
(Mr Sillet) Yes, we had a few tears didn't we?
(Mrs Sillet) Especially the ones when my son was born in
the hospital with people who I have no longer got in my life, that I have lost, my dad and
my sister, I can't replace them, can I?
(Mr Sillet) No.
(Legal & General Employee) When you speak to a customer, initially they
might be quite emotional, and then to myself I always think the best way I can realise
how I have done well on that call is how the mood has changed.
(Mr Sillet) It has been quite a refreshing dose for when
they come up and say, 'Yes, we will see what has happened and what seems reasonable'.
(Legal & General Employee) Towards the end, they're thanking you, they're
happy and then you say, 'Is there anything else I can help with?' You know when they
say, 'You've been wonderful,' it is literally like a massive pat on your back and you really
think like you have done something worthwhile.