The Australian Capital Territory (ACT) entered a seven-day lockdown from 5pm on August 12, and here brokerage directors share what they have been doing in response to the restrictions.
“As we respond to the recent ACT lockdown and stay-at-home orders, our priority is to assure our valued clients that they are our main concern during these challenging times,” Helen Bullock (pictured immediately below), ACT director at Gow-Gates Insurance Brokers, told Insurance Business. “We are committed to delivering consistent high-quality service and to support our clients.”
She remarked: “The dynamic of the work environment has changed significantly since the very first lockdown. It’s truly incredible that working remotely is now the norm.
“Our staff are accustomed to working remotely from home. While our ACT team has a preference for working together in the office, we have each maintained a mirrored working from home set-up to ensure that we could transition seamlessly should another lockdown occur.”
Gow-Gates’ Canberra site is based in inner suburb Griffith. The Sydney head office, meanwhile, has been experiencing the effects of lockdown since the beginning of July.
“Even though working remotely is not ideal,” said Bullock, “we understand [how important] these restrictions are in helping slow the spread of the virus and ensuring we don’t put additional pressure on our health services.
“As a mother of three, I know that juggling work and home schooling is a huge challenge, especially when many of our clients are experiencing issues which require our assistance. Gow-Gates has been incredibly supportive, company-wide, and is committed to providing resources to ensure we continue to provide our high level of service.”
Meanwhile, Insurance Business also heard from Peter Chamberlain (pictured below), founder and director of Fyshwick-based allinsure.
Chamberlain stated: “We have been extremely fortunate in Canberra to have largely avoided the impacts of COVID-19 that the rest of the country has endured, with only now facing our second period of lockdown.
“With offices in both Canberra and Melbourne, allinsure was prepared to switch immediately to a working from home operation with all staff out of the office and fully functional at home by 2pm following the chief minister’s 12:15pm media conference announcing lockdown.”
The broking boss highlighted the role played by allinsure’s authorised representative network.
“Insurance Advisernet provides us with amazing industry-leading technology, which allows us the flexibility to work from anywhere in the world with the ability to pivot and implement change instantaneously,” asserted Chamberlain.
He added: “This flexibility allows us to focus largely on our valued client base in these times of need, providing them with information, comfort, and knowledge that we are still here to assist whatever the need may be.
“To this end, all of allinsure’s clients received an EDM (electronic direct mail) outlining key contact details, reinforcing service standards, and providing additional non-insurance-related information that may assist their businesses throughout the lockdown early Friday (August 13).”
Chamberlain said implementing this proactive communication, showing empathy and care for clients, and offering assistance beyond the realms of placing insurance policies are key to the culture at allinsure.
