A Twist in Transit: How Zurich helped to keep a trusted relationship on track

A six-car carrier rumbled through the suburban streets of Victoria, carrying a red Kia Sportage on the top deck. The route from Tullamarine to its destination was a familiar one, a routine passage through an industrial corridor that usually flowed as smoothly as clockwork. But this trip would end with an unexpected twist.

One turn from home

The carrier was one street short of the delivery point when it prepared to negotiate an L-shaped bend. At that bend, a low‑hanging telecommunications cable dipped, just low enough to be missed by the eyes of routine inspection. As the carrier passed beneath it, the cable latched onto the Kia’s upper rear spoiler and tore it off, causing visible damage to the rear of the vehicle.

The vehicle owner had been a customer of the vehicle transport company for more than 30 years. The owner’s priority was clear: get the Kia back into sale-ready shape with minimal downtime.

A clear path forward

John Welsh, Claims Manager at FD Beck Insurance Brokers, lodged the claim with Zurich by email. From his experience, he knew that timely, clear handling would help to preserve the vehicle transport company’s reputation for reliable delivery. John explained, “We needed to act quickly so our client could protect their long-term business relationship with their customer.” 

Zurich’s claims team responded swiftly. Peter Yan, a Marine Claims Advisor with over 20 years of experience, is a member of Zurich’s dedicated local marine team. John and his client had a single point of contact who guided the claim through to settlement.

Only what matters, exactly when you need it

On the same day the claim was lodged, Peter provided a concise request for the information needed: clear photos of the damage, the repair quote supplied by the transport company’s repairer, the vehicle’s purchase invoice and the claimant’s letter of demand. Because the damage had occurred in transit and involved a longstanding delivery relationship, the priority was to authorise repairs without unnecessary delay.

The client had a preferred repairer they trusted to deliver quality work; the business was protective of that relationship. Rather than insisting on additional quotes that might slow down the settlement process, Peter validated the repairer’s trade rates and used the purchase invoice to assess the vehicle’s value.

Four business days to yes

With the necessary information received and reviewed, Peter prepared a settlement release. This occurred within four business days of the initial lodgement, enabling repairs to commence promptly.

John later reflected on the experience: “The insured was receiving grief from their long‑time customer and was pressuring our office for a prompt settlement. I reached out to Peter who was exemplary in actioning the claim as promptly as possible to the point of settlement. I understand claims can be a thankless task, but in this instance please pass on my gratitude to Peter.”

We don’t just cover, we care 

Making a claim is more than a transaction, it’s a moment that builds trust. At Zurich, we meet those moments with care. 
 
Every claim is personal, and we’re committed to offering guidance you can count on, and expert help when you need it most. 

For the day it matters, and every day that follows. Find out more