RACV people: the member advocate

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RACV's Marita Pollard
RACV's Marita Pollard

When members need help with RACV products or services, they call the trouble-shooting team led by Marita Pollard.

My job title is member relations manager, I lead a team of 12. Our job is to help ensure RACV members get a great result in insurance claims, vehicle breakdowns, emergency home assist, tourism, leisure,  finance and other areas.

The hardest part of the job is also the best. The hardest part is to see the devastating effect that bushfires or floods can have on people, with the loss of homes and possessions. Helping members get back to normal as fast and as easily as possible is the best part.

When a bushfire or flood or other ‘major event’ happens, I work with our claims team to assess whether we need to send out the Major Event Rapid Response Vehicle.

We call the van MERRV for short. It is a portable office staffed by our claims team to help members in their own communities so people can get help as quickly as possible. The MERRV was sent out to Wye River after the 2015 bushfires and to Mildura after the floods last November.

We also play an active role in ensuring RACV members get help when they have a home or roadside incident, such as making their home safe or getting them back on the road.

There have been many, many times when our work has brought people joy and relief. Members have cried on the phone with happiness when we’ve been able to help and letters and flowers have been sent to my team thanking them for their assistance. It’s very rewarding.

Our focus for the future is getting solid feedback from RACV members. This will help to further enhance RACV products and services and give people a great member experience.

To a contact a member relations consultant email member_relations@racv.com.au.

Written by Jessica Hirst
June 22, 2017

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