Claim Central are ready and able to assist with any flood or storm impacted properties.


Parts of Australia’s East Coast have seen almost one metre of rain, resulting in the flooding of hundreds of homes and damaging and cutting off roads. The floods have resulted in over 30,000 insurance claims and caused almost 30,000 people to evacuate their homes at the time of the disaster.

Claim Central has activated its catastrophe (CAT) response plan following the East Coast floods. We are well prepared to, and have already been, assisting the recovery of the damage caused by recent storm activity over Australia’s East Coast especially in the areas of Port Macquarie, Kempsey and Coffs Harbour.

Claim Central are ready and able to assist with any flood or storm impacted properties. Our team of frontline staff, property assessors, make safe trades, repair trades, restorers, and engineers have been deployed to the affected areas to attend to customers’ properties.

We have deployed additional resources in the most impacted areas to assist with the volume of claims, including our assessors from across the country. They are equipped with required technologies to ensure all information is captured immediately as we aim to bring normality back to people’s lives.

We hope that everyone affected is safe from the recent weather events in NSW.

As always, our emergency assistance team is also available 24/7 if there are any urgent requests.

If you require assistance, please contact us on 1300 743 673

New technology achieving claim approvals from onsite in just one day

Over the past two months Claim Central has introduced a new digital scoping and quoting technology for our assessing team to submit reports and quotes from site. This means faster report submissions, increased quality and accuracy of reports, and most importantly faster commencement of repairs to customers’ properties.

Without this technology, report submission can take anywhere between 1-10 days (or more for complex claims). Since introducing the technology, we have assessments being completed, submitted and approved all in one day, onsite at the time of assessment.



Not only is this technology cutting down our claim lifecycles, it is also giving us the ability to put everything from report, scope and quotes in one central repository – making it is easy for our clients to digest claim details and make a decision on a claim.

Using this technology, we pushed a claim through the entire process – from assessment to final repairs and QA sign off – in just 12 days. The claim was valued at $4,000 and this great result was achieved through the optimisation of our proactive assessing procedure.

 The claim timeline:

  • Lodged – Feb 1st

  • Assessed – Feb 3rd
  • Report submitted – Feb 3rd
  • Client decision – Feb 3rd

  • SOW/excess received – Feb 5th

 

  • Trade allocated – Feb 8th

 

  • Repairs completed in eight days

 

  • Repairs finalised & QA’d – Feb 16th

How does Claim Central Property achieve a 9.42/10 customer service rating?

When Claim Central Property is allocated to handle your customer’s claim and property repair, we ensure that we provide best in class service. Over the past eight months we have implemented improvement initiatives that deliver exceptional customer experiences.

In July 2020, Claim Central had a score of 8.12/10 for our average service rating feedback submitted by customers. As a result of the initiatives impact, we have seen an improvement to 9.4/10 in January 2021, indicating our industry leading service.



We constantly and proactively update customers at every stage of the claim and provide a point of contact for each step. We set clear expectations with customers at the very beginning of the claim and manage those expectations successfully through to 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. This is to validate and ensure customers are satisfied with their property repair and their lives can get back to normal.

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

Claim Central cuts down claims life cycle to exceed a vulnerable customer’s expectation

Claim Central Property provides consistent and quality outcomes for our customers when a property claim transpires. Using our data & insights, speed of process and technology, we can deliver property repairs that exceed our customers’ expectations but most importantly get their lives back to normal as soon as possible.

Engadine NSW Claim – (October 2020)

The damage at this property was a result of storm activity in the south of Sydney. The damage had been caused by water entering through slipped roof tiles above the main bedroom ensuite during a period of heavy rainfall and strong winds.

Claim Central assigned its field assessor and attended the customer’s property one day after the event. The assessor attended site and submitted the report and quote within three days.

The repair was valued at approximately $5000 and three days later was approved and moved into repairs. We promptly allocated our trade partner to complete these works within five days.

The repairs were completed in just three days, resulting in a total lifecycle of 15 days and a very satisfied customer.

“I had just got out of hospital and to have this process completed very stress free, I am very impressed” – Engadine Homeowner.


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 responds to South-East Queensland CAT

On October 31st the suburbs of South-East Queensland were pummelled by a hailstorm that resulted in severe damage to properties across the state.



The Insurance Council of Australia (ICA) reported more than 8,500 claims had been lodged, with estimated insurance losses exceeding $110 million. The hardest-hit suburbs included Springfield, Rosewood, Greenbank, and Boronia Heights, as well as parts of the Sunshine Coast.

Our response was fast and intentional, ensuring the people whose lives were affected could return to normal as soon as possible, by repairing their homes quickly. Most of the damage sustained was to property roofs with re-roofs being the predominant repair.

We activated our CAT Response Plan, which enabled us to get to the focal point of the damaged areas and carry out numerous assessments with speed and care. Through deploying our assessors from interstate into South-East Queensland we were able to submit half of all our assessments in under 10 days of attendance.

Through optimizing on-site project managers, utilising our CAT data insights and engaging our trusted supply chain, 15% of customers’ houses were repaired and ready to be moved into just one month after the event had happened – before Christmas.

One key example was a home in Boronia Heights:

Boronia Heights

  • Days taken to complete repairs: 6
  • Initial SOW: $6,670
  • Customer’s comments: “Was not expecting anything to be done this year, can’t believe how quickly everything was completed.” 

Another great outcome for one of our client’s customers was this major loss claim in Greenbank from the same CAT event, that benefitted greatly from our onsite project manager being able to supervise the repairs down to the last details:

Greenbank

  • Days taken to complete repairs: 18
  • Initial SOW: $74,100
  • Customer’s comments: “I am happy with the works completed and the service provided”

Furthermore, another major loss complex claim located in Chambers Flat was also completed in a timely manner to ensure a very happy customer for our clients:

Chambers Flat

  • Days taken to complete repairs: 60
  • Initial SOW: $114,400
  • Customer’s comments: “10/10 – very satisfied overall, thank you!”
 

Claim Central has repaired hundreds of houses in South-East Queensland since this catastrophic event and is continuing to bring back normality to the affected customers’ lives while ensuring a high standard of quality so that all customers are satisfied with the service provided during this difficult time for them.

We are proud to have an average final service rating of 9.6/10 for all South-East Queensland hail event claims, while also controlling costs through monitoring and maintenance of tarps from initial make safes as rain occurred after the hail had already struck. This was to avoid any further damages and unnecessary variations, which we were able to keep under 6.07%.

Customer testimonials:

10/10

“I was pleased with regular calls and updates.”

9/10

“Very happy”

9/10

“All good. Many thanks to everyone associated with our claim, we are really happy with the outcome.”

10/10

“We have been blown away with the response and level of communication for what was a bad experience with the event. Claim Central have turned it around and made it a good experience for us.”

10/10

“Was not expecting anything to be done this year, can’t believe how quickly everything was completed”

Claim Central is ready to respond to NT Cyclone threat

An intensifying tropical low was detected in the Northern Territory to the West of the Wessel Islands and continues to strengthen. A cyclone warning is in place and extends west including Darwin.

Destructive winds with gusts greater than 130 kilometres per hour may develop if the cyclone continues to intensify.  Heavy rainfall is also expected to increase from later today according to the Bureau of Meteorology.

Our Claim Central team in Darwin are ready to mobilise and respond to the cyclone threat. The team will be working over the weekend assisting those in need. Our make safe and restoration teams are also on standby.

Our Claim Central team is ready to assist you and your clients with any claims from direct damage or wide area damage. Should you have any questions, please speak directly to our Manager NT & Major and Complex Loss Technical Specialist Shane Drake on 0428028466 or sdrake@claimcentral.com.au

87% home insurance claims satisfaction

 
Monday 16 September:
A huge congratulations to Blue Zebra Insurance (BZI) – our claims partnership is producing some outstanding results. In a September Aims Brokers View survey, BZI achieved an 87% satisfaction rating on home insurance claims, 20% above the average of the top 6 insurers! They were also ranked #1 for motor claims, a fantastic result.

“With the highest satisfaction rating in both (home and motor) products, it has been a stellar entry by Blue Zebra into the broker marketplace. They are currently the leading example of the advent of technology and providing ‘Tomorrow Solutions’ to brokers and clients.”, said Blue Zebra Insurance.

Claim Central’s Head of Partnerships, Matthew Lawrence, said. “We are very excited to be working with an innovative partner like BZI. As a customer-first claims management service, we rely on both our people and technology to deliver exceptional results like this.”

Thanks to our hardworking team who continue to make the customer their #1 priority to achieve the best results for them.

The impact of the Townsville floods – five weeks on

Five weeks since the devastating downpours hit the north Queensland city of Townsville which was classified a catastrophe, the damage has reached $1.02 billion in loss to date. 

Claim Central’s Catastrophe team led by Wade Eilersen, swiftly mobilised to the affected regions the day after the floods hit and assessed claims immediately. This was due to their robust plans for managing sizeable events and catastrophes enabling them to act promptly, and leveraging their long-standing relationships with local trade partners.

With the team receiving a large influx of claims in a short period, they managed the claims end-to-end through Claim Central’s digital claims technology and digital repair fulfilment process, as well as the more traditional loss adjusting services.

Some of the feedback the team received from customers who were affected by the catastrophe has been positive, speaking of the simplicity of the technology they used during the claim process, and empathy of our staff.

One of our customer’s said:

“I was able to look after my baby and sign the contracts through my phone – if I didn’t have this I would have had to run to a printer, printed the documents, signed and sent them back. It would have taken me a while to get these back. This is a great idea.”

Another customer who commented on our service said:

“Claim Central have been so kind – you have no idea what it means to us.”

Our Claim Central team is ready to assist you and your clients with any claims.  For any questions contact Wade Eilersen, General Manager – Loss Adjusting Services & Chartered Loss Adjuster on 0419 820 231 or weilersen@claimcentral.com.au

 

Townsville floods declared a catastrophe

Claim Central has activated its catastrophe response plan following extensive flooding in Townsville, Queensland and surrounding areas. We have an experienced team on the ground supported by our national resources, who are on stand-by ready for deployment as required.

The Claim Central team is ready to assist with claims, whether you need a loss adjuster, property assessor, make safe trade, restorer, building consultant or engineer.

For any further assistance regarding damage in Townsville and surrounding areas, please contact our General Manager- Loss Adjusting Services, Wade Eilersen on 0419 820 231 or weilersen@claimcentral.com.au

Aon and Claim Central establish strategic alliance




Jacksonville, FL, February 05, 2019
 – Aon plc, a leading global professional services firm providing a broad range of risk, retirement and health solutions, and global InsurTech firm Claim Central have established a strategic alliance focused on digitizing and streamlining claim management capabilities and enhancing the customer experience using transformative technology and services developed specifically for property and casualty (P&C) insurance organizations.

Critical to this alliance is Claim Central’s successful track record implementing digital ecosystems for property claims adjusting and repairs for insurance organizations around the world – notably following Hurricanes Harvey and Irma when loss adjuster resources were scarce in Florida. Claim Central’s technology excels at digitizing the property claims process with modern features and functionality, including live video streaming, aerial imagery, real-time chat, customer sentiment measures, and digital payments. This means assessors do not need to be physically on the ground, making the process more efficient and ultimately improving the policyholder experience.

“Aon is committed to helping clients navigate the InsurTech ecosystem and adopt new technologies that advance their strategic initiatives,” said Andy Marcell, CEO of Aon’s Reinsurance Solutions business. “Claim Central is utilizing technology to make a meaningful impact in the area of claims management, and this is increasingly important for our re/insurer clients as they manage volatility following another active year for global natural disasters.”

Claim Central is also opening an Innovation Center in Jacksonville, Florida which will further support this alliance by taking the heavy lifting of technology implementations out of the equation to enhance Aon’s re/insurer clients’ claims processes. The Innovation Center will run Claim Central’s single platform claims solution, and will include modernized workflows with desk examiners, field adjusters, and a connection to a credentialed contractor repair network to support loss mitigation and faster property repairs.

“Our goal with the Aon partnership and the opening of our Innovation Center is to make claims transformation and innovation easier for insurers and reinsurers,” said Brian Siemsen, global CEO of Claim Central. “This is an opportunity for Aon’s clients and Claim Central’s other insurer customers to concentrate more fully on maximizing operations and reaping the full benefit offered by new InsurTech.”

This alliance between Aon and Claim Central delivers opportunities for insurers to swiftly streamline the claims process while the Innovation Center provides a live insurance environment in which new-to-market features and functionality can be tested, and special projects for insurer clients can be conducted without any regular business interruption.

ENDS