Concierge go above and beyond during ex-tropical Cyclone Alfred

Concierge is known for its exceptional service for both network members and customers. This past week, in the wake of the devastating ex-tropical cyclone Alfred and its flow-on effects in the form of storm surges and flooding, Concierge went above and beyond.

Concierge’s Buyer Welcome Experience team runs Ray White Insurance, assisting new customers who are buying, selling or renting property, with home insurance policies.

Over the last week, the team have been on-call, helping our network, policy holders, and new buyers in south-east Queensland and northern New South Wales who have been impacted by the floods.

Day to day, the Welcome Experience team assists our customers with important and time consuming tasks including insurance, removalists, storage, trades and much more.

However, their involvement in the insurance program has seen them work at the coalface with customers facing incredible hardships.

“Last week our team received 685 calls from customers, and we made 1665 outbound calls to customers,” said Kelly Tatlow, CEO of Concierge.

“These conversations offered support to existing Ray White Insurance policy holders.”

“We assisted 306 customers the week during the lead up to CycloneAlfred and we continued to assist through the cyclone,” said Ms Tatlow from her home that had also lost power.

“The insurance embargo was in place for cyclone and flood and it was a case by case situation as to how we could help our Ray White customers .”

Haesley Cush, CEO and Principal at Ray White Collective Group, was overwhelmed by the support he received from Kelly and her team. When no one picked up the phone, Kelly was actually making calls.

“In the middle of preparation for cyclone Alfred, with challenges popping up in every direction, we received notice that insurance companies were placing an embargo on people obtaining insurance,” Mr Cush said.

“This was not only applied for people who were going to contract but for people who already had interim insurance cover that was about to expire.

“When no one would answer the phone, Kelly not only answered the phone but she called me! She was reaching out to Ray White principals to see how she could help buyers who were placed in this difficult situation,” Mr Cush said.

Kelly managed seven clients for the Collective team personally over a 12 hour period.

“Kelly and her team were able to help comfort all of those clients and provide insurance for four of them during the embargo period! She was our knight in shining armour!”

Managing Director of Ray White, Dan White, said he’s proud Ray White members were able to rely on Concierge during such a challenging and unprecedented time.

“The recent challenging weather events in Queensland has proven once again why we are so proud to offer our customers the services of Concierge and our Ray White Insurance product,” Mr White said.

“To support our members and customers with such a specialised service at their greatest time of need is all about providing a family experience.

“But it’s the care shown by everyone in the Concierge team at times of great stress and concern that makes our service so special.”

How can the Concierge team help you before and after disaster strikes?

During the impending weather event of Ex-Tropical Cyclone Alfred, naturally our network had a lot of questions, mainly relating to buyers who were either in the process of or planning to purchase a property either by private treaty or auction and if they will be able to place insurance on the property. In Queensland, this is particularly important and time sensitive given the purchaser becomes liable for the insurance on the property from 5pm the next business day of all parties signing the contract - a significant challenge when most of Queensland went under embargo in the lead up to Cyclone Alfred, preventing new insurance policies being put in place. Below are the most frequently asked questions the Ray White Insurance team received over this period.

*A reminder of how important it is to ensure when the the contract is processed in VaultRE to “opt in” to Concierge so Concierge can explain factual and up to date information to customers directly*

What is an insurance embargo?

An insurance embargo is a temporary restriction placed by insurers preventing the issuance of new policies or changes to existing ones for specific areas or risks, typically when a disaster is imminent or occurring to prevent opportunistic purchases and ensure fair pricing. Ray White purchasers may be able to put insurance in place during an embargo under certain conditions and it is important for buyers to contact Ray White Insurance immediately about their specific circumstance.

What is an insurance exclusion period?

An exclusion time period applies to some insured events and prevents people from making a claim on their policy within a defined time period from when they take out a new policy when there are weather events predicted to take place. It is important for purchasers to view the terms and conditions and the Policy Disclosure Statement for their individual insurance policy to understand any exclusions. Ray White purchasers may be able to put insurance in place during an embargo without an exclusions period under certain conditions and it is important for buyers to contact Ray White Insurance immediately about their specific circumstance.

Can I make changes to the contract of sale so the seller is liable to organise insurance?

In QLD when you as the buyer sign a contract you become responsible for insuring the property from 5pm on the first business day after signing the contract. Even if the real estate sales contract is changed and the buyer and the seller agree that the seller is liable for insurance until settlement, the seller's insurance companies may refuse to pay a claim as the legal liability may still be upon the buyer. It is important for agents and buyers to contact Ray White Insurance prior to making any changes to insurance liability in a sales contract and it is important for sellers to contact their own insurance company and to seek their approval prior to agreeing to make such a change of insurance liability in a contract of sale.

Who do I call with questions?

It is important that Ray White agents, business owners and property purchasers call Ray White Insurance on 1300 729 944 to speak to one of our dedicated and experienced consultants for all questions about Ray White Insurance policies.

You can also reach our Ray White Insurance team via email at concierge@raywhite.com.

Failing that, reach out to Kaci Jones directly at kjones@raywhite.com or 0423 597 626 or Kelly Tatlow at ktatlow@raywhite.com or 0400 267 297.