Support team helped members in time of need
The 2022 February flood event in south east Queensland resulted in the highest volume of property claims experienced in RACQ’s history and our frontline teams were at the forefront of helping members in their time of need.
As the demand for support continued to grow and our desire to keep response times low, we took steps to increase the scope of resources available from across the business.
Event and Business Continuity Lead Josh Gallagher said this included the successful introduction of the Lodge On Behalf Of (LOBO) support team, which allowed additional employees to lodge a claim on behalf of our members.
“The program provided much-needed relief to our frontline teams and helped with the timely lodgement of claims and the reduction of phone wait times,” Mr Gallagher said.
Manager Risk Insurance Natalie Dennis put her hand up to join the frontline team in February.
“When I first volunteered, I was nervous that I wouldn’t be able to assist a member who was already in need, but the amazing LOBO support crew were so well prepared and ready to help,” Natalie said.
“They answered my questions quickly so we could relay the information directly to the member and escalate the claim if they were in a vulnerable position.”
For Natalie, it was an eye-opening experience.
“It was heartbreaking to hear some of the extreme hardship some of our members have faced,” she said.
“I have so much admiration for our teams who are doing their best to help our people when they need us most.”
There were 160 employees from across the business who put their hand up to work additional hours during the flood event, which is a testament to their dedication to wanting to go above and beyond for our members.
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The information in this article has been prepared for general information purposes only and is not intended as legal advice or specific advice to any particular person. Any advice contained in the document is general advice, not intended as legal advice or professional advice and does not take into account any person’s particular circumstances. Before acting on anything based on this advice you should consider its appropriateness to you, having regard to your objectives and needs.
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RACQ Operations Pty Ltd (ABN 80 009 663 414, AR No. 234978) and Members Travel Group Pty Ltd (ABN 45 144 538 803, AR No.432492) (RACQ) are authorised representatives of the RACQ Travel Insurance insurer Tokio Marine & Nichido Fire Insurance Co., Ltd. (ABN 80 000 438 291 AFSL 246 548) (Tokio Marine). Tokio Marine Management (Australasia) Pty Ltd (ABN 69 001 488 455, AR No. 1313066) is an authorised representative of Tokio Marine, and administers RACQ Travel Insurance as the managing agent on behalf of Tokio Marine. Terms, conditions (including eligibility criteria), exclusions, limits and sub-limits apply. Any advice is general advice only, and does not take into account your specific objectives, financial situation or needs. Before you purchase, please consider the Combined Product Disclosure Statement (PDS) / Financial Services Guide (FSG) and Target Market Determinations (TMDs) available at racq.com or on request from RACQ.