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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

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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
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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.

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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

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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.

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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

 

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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

www.claimcentral.com.au


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The impact of Cyclone Marcus, three months on

Cyclone Marcus was a tropical cyclone that impacted the Northern Territory and Northern Western Australia in March this year. Classified a category 2 system, the damage caused by this cyclone was extremely significant due to the destructive winds reaching up to 126 km/h.

Cyclone Marcus is the strongest cyclone to impact Darwin since Cyclone Tracy in December 1974.  When cyclone Marcus was of the WA coast, it had developed into the most intense cyclone to impact Australia since Cyclone Monica in April 2006.

Fallen trees brought down power lines and blocked roads as the trees extensive root systems became uprooted and caused major damage. This resulted in widespread power outages to over 28,000 households and businesses, in some areas lasting more than a week.

The Darwin team led by Wade Eilersen, swiftly mobilised to the affected regions the day the cyclone hit and assessed claims immediately. This was due in part 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 over 1,000 claims across personal, strata, SME, and large commercial lines of business for underwriters, brokers, and self-insured entities. The claims were managed end-to-end through Claim Central’s digital repair fulfillment process, as well as the more traditional loss adjusting format for clients who requested the service.

Luke Harris, Branch Manager, MGA Brokers Darwin, said: “We’ve been using Wade and his NT team’s traditional loss adjusting services to handle the recent influx of claims from Cyclone Marcus.

Our experience has been extremely positive in all aspects and as a testament to their service, experience and expertise, we have received no complaints from the claims handled by Claim Central. 

“Above all, their communication has been unparalleled – a strata claim has the most number of people involved and the coordination is time consuming and tricky – Claim Central have done an amazing job in handling all these parties for a quick outcome.”

Troy Glover, Managing Director of Glover & Glover, said: “Glover and Glover are builders who have 30 years’ experience working in the construction and insurance repair industry. We have worked in many sizeable events for several insurance companies and loss adjusters over many years, however the way Claim Central operated during Cyclone Marcus was second to none.

“The entire process with Claim Central was straight forward and seamless from tender through to repair and sign off using their claims management technology, ClaimLogik. The quality of the repair scopes presented to us for tendering were extremely well documented, which made our job so much easier. The ongoing communication with their repair team led by Shane Drake was exceptional, he said.”

Most of the repairs running through our digital repair fulfillment program were finalised within 30 to 50 days, with the Darwin team receiving an influx of 10/10 customer satisfaction scores on the timeliness of response and quality of the repairs completed.

Claim Central achieved these superior outcomes through the combination of leading edge technology, experienced loss adjustment skills as well as local knowledge supported by our qualified and experienced trade partners. 

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

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Hobart storm declared a natural disaster


The Federal Government has declared last week’s flood in Hobart a natural disaster. A damages bill in excess of $5 million is expected after May rainfall battered Hobart’s CBD and suburbs. A huge clean-up is underway following the city recorded its wettest day since 1960, with 129mm falling in 24 hours on Friday alongside wind gusts of more than 80km/h.

Hobart Council said insurers had been hit with more than 2,150 private claims and that number is expected to grow as the full scale of the devastation became clearer.

Our team of Claim Central assessors and make-safe trades responded as soon as the danger had passed and worked over the weekend to ensure our customers’ homes were safe and protected. We’re ready to further assist on 1300 743 673.