Author: Katherine Stewart

What if we told you there is a faster and simpler method of assessing non-complex property claims that benefit you, your customers and your staff?

Claim Central has identified and successfully operationalised a ‘virtual assessment’ stream for simple/noncomplex property claims that offer convenience to all stakeholders including policyholders and assessors delivering convenience and increased productivity.

Imagine a property assessor or estimator arranging a site assessment. They’ve received the claim and completed the triage and arranged for site attendance. They’ve scheduled the next available timeslot for the policyholder and assessor within the coming days.  The assessor reviews his calendar and the travel time between site visits, while the policyholder may arrange time off work, daycare for the children and or work in between that timeslot.

They perform the assessment, take a few pictures, and drive back to the office to complete the report and scope of works, then the claim is submitted to the client for approval in the following few days.

Let’s imagine this again, but with virtual remote assessments.

Envision a property assessor arranging a site assessment They’ve received the claim and completed the triage and arranged for a virtual assessment, within seconds, have sent the insured an SMS invite to access our virtual collaboration web-based portal.

The insured accesses the customer portal with a single click and, via live stream, collaborates with the desktop assessor, who guides the customer in real-time to create the report and scope of works.

All photos, videos, receipts, and other claim-related content are synced within minutes to the portal and safely stored for any time reference. The virtual assessment was completed within 20 minutes with no kilometres travelled, with seamless connection and most importantly time saving for both the assessor and the policyholder – customer convenience at its best!

How does Claim Central achieve this?

Claim Central’s aim is to provide the best possible claims experience for clients, customers, and staff no matter the complexity, size and or location. Claim Central’s ability to ‘think differently’ based on experience and feedback from clients, their customers and staff to then create new innovative processes to modernise old traditional methods.

The ‘virtual assessment’ process is a prime example of traditional vs. modern thinking. The traditional physical field attendance is what the industry is used to and for most suppliers is a regular practice. However, with virtual assessments, this unique offering powered by streaming video technology enables faster attendance for customers, increased productivity for assessors, and avoids needless delays on simple claims.

Traditionally field assessments take longer, provide little convenience to customers and, in rural and regional areas, can prove costly to insurers – not only in dollars but resources and their assessor’s valuable time.

A standard field assessment from the day a claim is lodged to the report submitted can take anywhere between 5-12 days.

With virtual assessments on straightforward claims can take 1-2 days and it’s been proven in cases   – even just hours.

Claim Central utilises a virtual collaboration software, Livegenic. Livegenic instantly allows the customers and policyholders to remotely connect and interact with a desktop assessor and instantly view damages, engage emergency services, and complete the assessment in real-time.  Not only a video streaming product, Livegenic has multiple digital customer self-service features such as digital signature and pay gateway that expedites claims to finalisation.

Virtual assessments have been embedded and operationalised in the Claim Central claims process for over five years, where Claim Central has isolated specific perils and damage types that fit the criteria of virtual assessments.

Claim Central not only has a stream to fast-track straightforward claims, provide exceptional customer experience, and save time and costs, but also guarantees the accuracy of scopes and reports for your claims.

Click here to learn more about how Claim Central utilise Livegenic. 

Ready to stop using the field assessments when the more accessible virtual approach is available?

Ready to try virtual assessments? Click here to get in touch with our team today. 

Claims are stressful, and the thought of lodging a claim can often be horrible.

It’s hard enough dealing with the aftermath of an accident or theft but having to go through the hassle of lodging a claim can be overwhelming.

Claim Central is changing the way your customers think about lodging their property claim. We’re a national property assess and repair service that has been operating for over 20 years. We have a team of experienced office and field professionals who work diligently on your behalf to get your customer’s homes back to normal with quality and speed as our key objectives.

Are customers satisfied with your other suppliers?

Claim Central Property managers property claims from lodgement, assessment through to final repair. We ensure that customers are treated pro-actively and with empathy. Our team of dedicated staff prioritise the customers result, we measure this at the final sign off stage at repair.

Claim Central has delivered consistent positive results for our clients ensuring final repairs acquire a virtual QA with the customer at the end. We ask the customer to respond with a rating between one and ten to let us know how we did. Over the past 12 months, Claim Central has consistently maintained a final customer service rating score of over nine. In our best month, we reached a score of 9.47.

The score is compiled from monthly ratings and averaged from all our responses. This score represents consistency and diligence within each step of Claim Centrals process.

How we achieved it?

We constantly and proactively update customers at every claim stage and provide a point of contact for each step. In addition, we set clear expectations with customers at the beginning of the claim and manage those expectations successfully through to the final QA.

We monitor the quality of the repairs through repair supervision, site presence and the ability to virtually connect with the customer to conduct a customer and trade sign-off on the final repairs. Furthermore, it validates and ensures customers are satisfied with their property repair and their lives can return to normal.

The significant increase in our service rating score indicates the impact of our improvement initiatives covering cost, quality, lifecycle and customer satisfaction.

The bottom line is that Claim Central provides an excellent customer service experience. Our team is passionate about helping our clients get the best results for their customers, and we’re proud to have maintained a customer service rating score of over nine for the past 12 months.

Ready to enhance your customers claims experience?  Click here to get in touch with our team today. 


Claim Central Pty Limited ABN 61 102 685 343 is a Corporate Authorised Representative (AR No. 001291075) of Insurx Pty Ltd ABN 85 628 930 334; AFSL 528534. The information in this article is general in nature and does not take into account the investment objectives, financial situation and particular needs of any particular person. Past performance is not an indicator of future performance. Claim Central Pty Limited and its related bodies corporate make no recommendations as to the merits of any financial product or financial services referred to in this article, its website, emails or its related websites. Before acting on any information in this article, you should consider the appropriateness of it, having regard to your specific financial circumstances and requirements. In particular, you should consider obtaining independent financial, legal, taxation and accounting advice to ascertain whether you should acquire any financial services described in this article.

Claim Central Property offers mitigation and repairs across Australia & New Zealand through our highly regarded property trade network of 700+ vetted and performance-managed trades. Let us simplify your supply chain management and deliver great outcomes for your policyholders.

Whether you are an underwriter, broker, claims manager, contractor or builder, this blog will help you understand our trade network and why it is highly regarded.

Claim Central’s trade network for underwriters, brokers, claims managers and third-party administrators

To achieve consistent results and ensure our suppliers align with our clients’ vision and expectations, we apply various measures to achieve excellent outcomes, leaving the customer, supplier and client happy.

Onboarding and screening trades

When onboarding trades into our network, our supply chain team looks for suppliers who produce quality results, are skilled professionals, have courtesy and compassion towards our customers, demonstrate honesty and have a strong work ethic.

Trades on our network undergo screening to certify they meet our expectations. Once screened, they are inducted and gain an understanding of the expectations and commitment to Claim Central, our clients and customers.

Dedicated repair management team

Claim Central manages quality workmanship through our dedicated repair management team. Every mitigation and repair claim is managed by trained project managers that look after all parties in the claim, including the customer, supplier and insurer.

Supplier performance management

Our project managers analyse the supplier’s performance to determine their workmanship and quality. Through our live video collaboration platform Livegenic, our project managers view and monitor the progress of claims through video collaboration.

Click here to learn more about how a compliant trade network drives quality. 

Interested in accessing Claim Central’s highly regarded property trade network? Click here to get in touch with us today. 

Claim Central Pty Limited ABN 61 102 685 343 is a Corporate Authorised Representative (AR No. 001291075) of Insurx Pty Ltd ABN 85 628 930 334; AFSL 528534. The information in this article does not take into account the investment objectives, financial situation and particular needs of any particular person. Claim Central Pty Limited and its related bodies corporate make no recommendations as to the merits of any financial product or financial services referred to in this article, its website, emails or its related websites. Before acting on any information in this article, you should consider the appropriateness of it, having regard to your specific financial circumstances and requirements. In particular, you should consider obtaining independent financial, legal, taxation and accounting advice to ascertain whether you should acquire any financial services described in this article.