This is a story about Bob
This is a story about a humble man.
Many years ago, ACC embarked on a mission to determine a customer journey, that is, what happens from go to whoa when a customer is injured. The idea was to find the “pinch Points”, the niggly bits where a customer doesn’t get a seamless service – here’s one recent journey…
This is s a story about a humble man who knew things weren’t right and needed some help to fix it. Let’s call him Bob (not his real name). Bob is a farmer.
Bob got hurt at home. Thinking it was minor, he didn’t ask for ACC. Don’t be like Bob.
Bob got hurt again. This time he asked for ACC. Be like Bob.
ACC paid for some treatment and some compensation. The treatment hurt Bob, but he didn’t say anything. Don’t be like Bob.
6 months later ACC stopped the compensation. Bob asked why. Be like Bob.
ACC said they shouldn’t have paid it. Bob asked why. Be like Bob.
ACC said his injury wasn’t covered. Bob didn’t give up. Be like Bob.
Bob came to us and told us his story – we smelled a fish. We looked at his journey so far. It was worse than the stop starts and all the potholes on the insanely large amount of road works in NZ. Bob was there, parked up, lost a wheel, no idea what was happening.
We asked ACC questions. Lots of questions. Lots and lots.
We asked Doctors, Medical Specialists, ACC technical Specialists, and Review Specialists.
We asked by phone. We asked by email. We asked on official paperwork. We asked till there was one more question to ask.