QLD:Claims officer mocked flood victim

AAP General News (Australia)
04-11-2011
QLD:Claims officer mocked flood victim

BRISBANE, April 11 AAP - RACQ Insurance has apologised to a Lockyer Valley flood victim
after a claims officer mocked him in an email, and accidentally sent it to him.

Helidon flood victim William Jolly emailed the officer last week to thank her for her
help in processing his insurance claim.

The female officer then drafted a mocking email about Mr Jolly but sent it to the flood
victim by mistake. It's not clear who the email was actually intended for.

"Haha, look at that and Mr Jolly and jolly still," the officer wrote, according to
the Brisbane Times.

"Whew got him off our back for a little while."

RACQ said Mr Jolly had accepted its apologies after he contacted the insurer about the email.

"The email comment by the temporary contractor involved, who had been brought in by
RACQ two months ago to help with the heavy load from the floods and Cyclone Yasi, was
unacceptable," general manager external relations Paul Turner said in a statement.

He said the contractor involved no longer worked for RACQ Insurance.

"We are obviously deeply concerned about the contents and tone of this email and it
does not reflect the views, attitudes or fundamental customer service ethos of RACQ Insurance,"

Mr Turner said.

"We have apologised to the customer involved and he has accepted our apology and is
happy with our response to the issue."

Mr Turner said the payment of the customer's claim was unrelated.

Mr Jolly's claim was accepted in February, he said.

Comment was being sought from Mr Jolly.

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KEYWORD: RECOVERY RACQ

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