Georgia

 

Belief in Good Neigh Bear talisman continues

Dealing with loss day after day can wear on a person. Even in the insurance business, knowing that every interaction means the loss of something important is often stressful for the customer and the personhandling the claim.

That's why the chance to deliver customer service with a smile was a welcome opportunity for Bruce Mulkey, a Fire claim representative in the Marietta, Ga., Operations Center

Last summer, Mulkey met with a family whose home was destroyed by fire. Pulling up to the scene, he saw the parents and their three children outside of their damaged home.

The smallest child, a little girl, was particularly touching to Mulkey, himself the father of a toddler.
After talking with the parents about the fire, Mulkey went over to his van and picked up a small Good Neigh Bear stuffed animal.

“I held the bear behind me as I asked the couple’s young daughter how old she was,” he said. “She told me she was 3. I told her that I had a little girl who was not yet 2. I also told her that I was very sorry that they had a fire in their house and that I had a surprise for her. I gave her the bear – and her eyes got wide as she took it.”

A nice gesture – but the saga doesn’t end there.

Several months later, Mulkey got a call from the homeowner.

Where, the customer asked, did Mulkey get the little bear he gave to his daughter? The cherished toy had disappeared.

“He said that his children all loved the bear and had named it Sparky, Mulkey said. “He said they believe that Sparky protects their home from catching on fire again. After moving back into the home, Sparky watched over the house, standing guard somewhere close to the front door.”

When his daughter went looking for Sparky to accompany her to Teddy Bear Day at preschool, they realized the bear was nowhere to be found.

“The customer said he had called his agent, the local claims office and even looked on e-bay for a replacement bear with no luck. His daughter had cried herself to sleep for the last two nights because they could not find the bear.”

Mulkey, who was in his van during the call, told the customer he would see what he could do to help.
Fifteen minutes later, a plush new Good Neigh Bear stored in his van was delivered safe and sound to the customer.

“He said that his little girl would be thrilled that Sparky had been found,” Mulkey said, adding that days like this one “make me smile. I told him that I hoped Sparky would continue to protect his family and that everyone would get a good night’s sleep that night.”