On a day marked by the energy blackout that affected a large part of the country, Santalucía managed to keep all its services operational thanks to the immediate activation of its business contingency plan and continuity. This protocol allowed the company to continue providing assistance to its customers without interruptions, even in the most critical hours of the blackout.
Aware of the generalized impact that has caused the fall of the electricity supply, Santalucía has deployed since Tuesday a special device to reinforce its customer service. The plan includes the mobilization of 180 teleoperators in its contact center, as well as the incorporation of additional personnel from other internal departments.
«Our goal is to attend with maximum agility both the incidents caused directly by the blackout and those that could not be notified in time due to the fall of the telephone lines,” they explain from the insurer. The reinforcement seeks to respond not only to claims related to the electricity cut, but also to possible material losses suffered during it.
Active Santalucia in the blackout
Among the most frequent consultations are damage to appliances, loss of food due to lack of refrigeration and the interruption of activities that depend on the electricity supply. From the company it insists that the coverage will depend on the guarantees contracted in each home policy, and it is recommended to review if these specifically include protection against this type of damage.
To expedite the processing of the parties, Santalucía advises their insured to keep tickets and invoices of the affected products, document with photographs or videos the damage and, in case of food loss, detail the damaged content next to a copy of the electrical invoice that includes the universal code of the supply point (CUPS).
Likewise, the insured whose policies contemplate legal protection will be able to access telephone advice and initiate, if applicable, a legal claim for the damages suffered. The company is next to its customers at exceptional times like this, so that they feel accompanied and protected.
