ZeroVision alarm interrupts burglary while homeowner is on holiday.

We had the privilege of speaking with Anna, an educator with a remarkable story of resilience and trust in Verisure. Anna's journey with Verisure took a dramatic turn during her trip to Ireland when she received a call about an intruder in her home. Despite being miles away, Anna's trust in our security measures remained steadfast. 

Our team at alarm receiving centre had the opportunity to reunite with Anna after the incident at our Newcastle Centre of Excellence office last month to discuss how our monitored alarm system became her ultimate guardian in times of crisis. You can read more about Anna’s story below. 

Can you tell us a bit about that evening when the incident happened, where you were? What were you doing? 

We had left for a trip to Ireland. I had only been gone for two days when the incident happened. My husband and I were taking an evening stroll along the seafront at about 10.30pm, when we got a call to say an intruder was in our home; the shock detector had been triggered in our bedroom.  

What were your initial thoughts or feelings when you saw the situation unfold? 

I didn’t feel worried. I trusted that Verisure would deal with the situation. I had peace of mind as I knew Verisure would provide an amazing level of protection. They knew I wasn’t in the country, so they rang my family who headed to the scene.  

I did also feel thankful. Just two days before leaving we had no alarm due to other factors, but my husband insisted we upgrade the system before our holiday, and I dread to think what could have happened if Verisure weren’t protecting my home. 

How quickly did our monitoring team respond once the alarm was triggered? 

Immediately. Within a minute. The action plan that Verisure have is instantaneous. 

What did you do in the aftermath of the incident? 

I rang my daughter immediately. My daughter jumped into the car, and less than five minutes later she arrived to greet seven squad cars and a helicopter overhead, and she let the Police into the property. 

What do you think of ZeroVision, did it change your perception of security measures? Do you think ZeroVision played a crucial role against the burglar? 

Yes, yes, yes, yes! Even the Police were impressed with Zerovision. It stopped the intruders from doing any real damage. It’s a tremendous layer of protection and now, seeing the true impact, I cannot be without it. I initially thought it was a gimmick – it’s really not. It’s the best level of protection you can get.  

How would you describe Shane, the agent who handled the situation?  

Perfectly Reassuring. Competent.  

I put my house into his hands and that is really strange; he had full responsibility for my house. Shane was a person who understood what was happening and had the solution at his fingertips. He followed Verisure’s action plan. My husband wasn’t the main man; Shane was the main man in charge of my house that night.  

And how would you describe Josh, who handled the aftercare? 

Again, he followed the action plan. Josh knew how to reassure, and how to calm me down in a moment of distress. He also had the information to make my house safe again, which you don’t think of, resecuring my home. The level of reassurance that Verisure has; it’s emotional and physical.  

Are there specific features of our alarm system that you found particularly useful during this incident? 

I think it goes without saying - ZeroVision! And the fact that the new system talks to you. It tells you what mode it’s in and reassures you. The app is very useful, as it allows me to ensure that my house is protected, and I can have photos taken when out of the country – plus it’s easy to use! 

You’re going through a mental exercise, your mental health is stretched, and they are trained to deal with that. You’ve gone through a breach of trust after an intruder has gone into your home, and they make you feel safe to go back home.

In what ways has having our monitored alarm system contributed to your overall sense of security and peace of mind? 

Verisure adds a level of protection that no other company offers. When I’m at home, I use partial mode, so I’m protected when at home. Other alarm companies restrict movement within the house, but Verisure allows me to go about my day as normal but have my system armed. Other systems are more restrictive, and not as protective.  

How was your experience communicating with our customer support during and after the incident? 

Amazing! Verisure organised for my smashed window (where the intruders gained entry) to be boarded up, so the house could be protected again as soon as possible. By 2am the window was boarded up! 

Verisure supported me throughout; they were always in contact with my children and wanted to know what was going on. They ensured that everyone and everything was safe and made sure my property was going to be rearmed. I didn’t think of rearming my property after everything that happened, but Verisure made sure it wasn’t an easy target after the window was broken. 

Did Verisure go above and beyond your expectations in handling the situation? 

5000% above and beyond. 

What do you believe would have happened if you didn't have a monitored alarm system in place? 

The whole house would have been ransacked. They would have had a field day.  

How satisfied are you with the level of service provided by our monitored alarm security company? 

More than satisfied. And the fact I’ve met them is amazing – I’m even more reassured.  

Would you recommend our monitored alarm security services to others based on your experience? 

Oh yes. If I could go around and install it myself, I would do it!  

What advice would you give to someone considering our company for their home security needs? 

They shouldn’t consider anyone else. I’ve never had my house without an alarm but never have I felt as secure as what I have with Verisure. And I realise now, that if these intruders had come in with other alarm systems, they would have had access to the entire property. I realise how, ironically, vulnerable my entire house was with the other companies I have used. The main deterrent was ZeroVision, from allowing them to gain further access to my property. Undoubtedly.  

With other companies, intruders would have had access to the whole house until my daughter got there to let the Police in. Whereas ZeroVision trapped the intruders and stopped them from going further into the property. There is no way I’d consider another alarm company without ZeroVision.