AICLA/ANZIIF Claims Convention 2023

A packed conference room capturing a moment of rapt engagement among attendees at the AICLA/ANZIIF Claims Convention 2023.

We recently attended the coveted AICLA/ANZIIF Claims Convention 2023 – a premier insurance event in Australasia that saw over 300 delegates from the industry. This year’s theme, ‘Insurance Claims – Proactivity in Reactive Situations,’ offered delegates a lens to view and tackle pressing issues affecting the claims sector.

Our team greatly benefited from the event’s sessions and speakers who shed light on diverse, contemporary topics. The exhibit stand offered us a unique platform for networking with industry peers, facilitating meaningful discussions.

The convention proved to be an excellent medium for fostering conversations, forming industry connections and learning from experts. 

To learn more about our team who attended on the day, visit

Team members engaging in enlightening discussions at our exhibition stand during the ANZIIF/AICLA Claims Convention A packed conference room capturing a moment of rapt engagement among attendees at the AICLA/ANZIIF Claims Convention 2023.

Technology and human touch: The perfect blend

In an era dominated by technological advancements, some have expressed concerns that the human touch is lost in the pursuit of efficiency. At Claim Central Property, we want to debunk this myth and emphasise that technology and human empathy go hand in hand. Our mission is to elevate the insurance claims & builder experience by seamlessly integrating cutting-edge technology with a genuine understanding of our customers’ needs.

Empowering efficiency and accuracy:

By leveraging our advanced technology for claims processing, we streamline and optimise the entire journey, enabling us to respond faster, more accurately, and with increased transparency.  As an insurance builder, automated processes ensure that data is captured and analysed swiftly, reducing time-consuming manual tasks and minimising the risk of errors. This means we can focus more on understanding our customers’ situations and providing tailored solutions rather than being bogged down by administrative burdens.

Elevating customer satisfaction: The insurance builders’ commitment

We understand that insurance claims can be emotionally taxing and overwhelming for our customers. We aim to change that perception by making the journey seamless and stress-free.

Through our technology, we prioritize transparent communication and real-time updates. Our customers are empowered with crucial information throughout the claim journey, instilling in them a sense of confidence and trust. We go the extra mile to actively seek and value feedback, ensuring every customer’s voice is heard and considered. This continuous improvement process enables us to provide even better service and support.

Ensuring comprehensive risk management:

One of the most significant advantages of our technology-driven approach is the ability to assess risks more effectively. By harnessing the power of data analytics, we can identify potential issues and proactively address them before they escalate. This safeguards our customers’ interests and contributes to a safer and more resilient insurance landscape.

Technology and human touch are not mutually exclusive in the insurance claims industry, especially for us as an insurance builder. Instead, they complement each other to create an unparalleled customer experience. Our technology empowers efficiency and accuracy, allowing us to focus on understanding and addressing our customers’ needs with empathy and care. With transparent communication, continuous improvement, and comprehensive risk management, we strive to redefine what it means to provide exceptional service in the insurance claims landscape.

So, the next time you hear someone suggesting that technology means losing empathy, remember that at Claim Central Property, our technology is the bridge that connects us with our customers on a deeper level, enriching their journey and ensuring a brighter future for all.

Claim Central: Insurance Builder
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Empathy enhanced:Tech in claims

Claims Process Technology

In the world of insurance builders, the notion that technology can overshadow empathy has lingered as a common misconception. At Claim Central Property, we’re here to dispel that myth and shed light on how technology enhances our services and reinforces our commitment to empathy throughout the claims process.
Myth vs Fact: Insurance claim processing

Empathy at the core

At Claim Central Property, empathy isn’t just a buzzword – it’s a guiding principle that drives our every action. Our customers are at the heart of everything we do, and ensuring a compassionate, human touch remains paramount during the claims journey.

Harmonizing technology and empathy: Contrary to the misconception, technology serves as a catalyst for our empathetic approach rather than diminishing it. By harnessing the power of technology, we’re able to optimize our processes, resulting in more time and resources dedicated to fostering genuine human connections.

1. Lightning-fast claims processing: Thanks to our tech-savvy approach, the days of prolonged claims processing are behind us. Our streamlined technological systems enable swift claims assessment, meaning less waiting time for you and more efficient support.

2. Precision and accuracy: Our commitment to accuracy is unwavering. Through cutting-edge tools and technology, we ensure precise evaluation of property damage. This translates to fair settlements and no room for errors.

3. Transparency at its best: You deserve to be in the know about your claim’s progress. Our advanced technology empowers us to provide real-time updates, keeping you informed and involved throughout the entire process.

4. Accessibility matters: Embracing technology doesn’t just enhance efficiency; it also makes our services more accessible to all. Our inclusive approach caters to the diverse needs of our customers, ensuring that technology is a bridge, not a barrier.

Empowering assessor-client interactions:
 Technology isn’t a substitute for empathy but amplifies it. By optimizing our processes, we empower our assessors to dedicate more time to what truly matters: personalized, face-to-face interactions. We believe that genuine empathy is most impactful when it’s shared directly, and our tech-driven approach makes this possible.

The myth that technology erases empathy couldn’t be further from the truth at Claim Central Property. We’re living proof that technology and empathy can coexist harmoniously, creating an efficient, accurate, and profoundly human claims process.

Connect with us:
 Do you have questions about our claims process or want to delve deeper into our tech-driven approach? We’re eager to assist and ready to listen. Drop us a comment or give us a call – we’re here to provide the empathetic support you deserve.

To learn more about our services, and why Claim Central Property is the preferred insurance builder in Australia and New Zealand, visit:

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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


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

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.


Are you prepared if your kitchen catches fire?

Are you prepared or adequately insured if your kitchen catches fire?

Recently one of our staff members attended a kitchen fire claim at a property and found the customer was very lucky to get away with minor damage to their kitchen.

A customer was distracted by her small children while cooking and oil caught fire, which burnt the kitchen cabinets and ceiling.  Luckily a smoke detector activated, and the customer had a fire blanket to extinguish the blaze.

During the assessment, it was identified the building and contents sums insured were grossly underinsured.  Subsequently, within days the property owners significantly increased their building and contents to ensure they were well protected.  

Within two weeks, all repairs and cleaning were completed. A 10/10 service scorecard was received as well as a personal thank you note to the Claim Central team.

It’s important to annually review the sums of insurance as a minimum.  For any advice on how to prepare your property, contact our team on

Claim Central Darwin team completes major roofing project

The Claim Central team in Darwin was recently engaged to complete a major re-roof and gutter redesign project for a boutique townhouse development. The team managed the entire undertaking from start to finish. 

Claim Central identified the structural non-compliance and original design deficiencies giving rise to several, ongoing rainwater ingress issues.  

Wade Eilersen, General Manager – Loss– Adjusting Services, said: “Once our investigations were completed and we understood what we were dealing with, we conceptualised and developed the structural and hydraulic redesign to abate the building defects.”

The Claims Central Darwin team formulated the required scope of works, went to tender and managed the trade selection process for their client.  Claim Central was onsite daily and managed the physical rectification works from the start, through to certification and customer sign off.

A major challenge was the requirement to complete the works with minimal disruption to the building occupants and which allowed them to continue residing onsite. This was achieved through open, effective communication and flexible work scheduling.  All works were completed and delivered with a high degree of professionalism, zero defects, on time and on budget.

This is a great example of skill set diversification and just one of many services Claim Central can offer. 

Should you have any questions or require further information on how our Claim Central Darwin team can assist you, please contact
Wade Eilersen, General Manager – Loss Adjusting Services & Executive Loss Adjuster on 0419 820 231 or

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

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.