In preparation for her early morning holiday flight, on her lunch break from work, Sarah Walsh drove to a nearby petrol station to fill up her car.
Things took an unexpected turn when a deer ran out in front of her car causing a collision.
Sarah said: “My husband and I were travelling to the airport in the early hours of the following morning, so I thought I would nip out and get fuel on my lunch break.”
“The road is known for being a hotspot for deer and everyone in my office knows you need to be careful so I’ve always had the fear, but the deer really came from nowhere, I didn’t even have a chance.”
“I whacked on the brakes, but it was too late. My car hit the deer, and it flew off the bonnet onto the other side of the road.”
“I was in shock, and I was so upset about the deer. It was heartbreaking.”
She continued: “I am so thankful to the two men who stopped to help me. As I was stood in the road crying and saying sorry to the deer – like you do – these two lovely people helped move it out of the way. They checked my car for me, asked where I was going, and followed behind me to make sure I got back to the office okay.”
From making her cups of tea to following her home after work to make sure she made it, her colleagues were very supportive. Her manager has even now given her a deer whistle to attach to her car to try and prevent another accident.
The next day, Sarah called her insurer, Ageas, and spoke to claims consultant Laura Wisdom.
All it took was one call. Sarah said: “Laura was great. The accident happened on Wednesday, and I called Ageas on the Thursday morning. In just one call I registered the claim, and I was told the garage would be in touch.”
“By lunchtime the same day, the garage had already been in touch. As I was away I had left my keys with a neighbour, and I agreed with the garage they could pick the car up on the Monday.”
“They updated me while I was on holiday, informing me they had ordered the parts. The following Tuesday they confirmed that the car would be ready and returned the next day. Being away and then able to work from home, I didn’t need a hire car.”
“It was a quick and simple process for what was not a straightforward or enjoyable situation.”
Ageas has an initiative called Magic Moments. Launched in 2022, it enables claim handlers to personally acknowledge a momentous or challenging event in a customer’s life with a gift.
As the claims handler who spoke to Sarah, Laura stated: “I knew how much the incident had upset her. With the added stress of getting to the airport the next day I really felt for her situation, so I knew I had to send her something when she got back from her holiday.”
Sarah said: “The flowers made my day. It had been my birthday, that was the reason for the holiday. Gerberas were mine and my husband’s wedding flowers, so when they arrived, I assumed they were from him! They were very much appreciated. If there is an employee of the month scheme, I’ve recommended Laura for it.”
Sarah added: “It is important that people get feedback, and making a claim is when you find out how good your insurance company is, and I am very happy with the service I received from Ageas and its chosen supplier.”
