Claim Central hosts ‘Bluey Day’

Last week Claim Central held ‘Bluey Day’ for our Blue Zebra clients at the new Parramatta office, to celebrate the one year anniversary of our partnership. In 2018, Blue Zebra selected Claim Central’s end-to-end claims services and technology, to simplify the claims process for their broker network in an exclusive three-year deal.

Club 4×4 selects Claim Central’s services and technology in an exclusive three-year deal

Sydney, Friday 7 June 2019: Pioneers of digital claims management and video collaboration solutions across the Asia Pacific, Claim Central Consolidated (CCC), today announced Club 4×4 has selected its end-to-end motor claims services and digital claim management technology in an exclusive three-year deal.

Club 4×4 has been operating as a niche underwriting agency servicing the off-road touring enthusiast market for almost four years. Offering a bespoke set of personal lines products including specialist 4WD Motor, Camper Trailer, Caravan and Slide-on Camper coverages, the business has enjoyed a strong market response.

“The growth and retention of our enthusiast customer base superseded our expectations and cemented our brand in the niche insurance agency landscape,” said General Manager Kalen Ziflian.

“This same growth underpinned our recent investment to shift our operations to our new Head Office in the Parramatta CBD,” he went on to say. The team consists of 13 staff with mixed experiential backgrounds, but a common love of motoring, 4WDing and the outdoors.

As part of the operational transition, Club 4X4 have chosen to partner with Claim Central who will act as their TPA managing their claims end to end.  Kalen added: “We are proud to have partnered with a progressive and technology-focused organisation that shares our philosophy around customer centricity during the claims process.”

Claim Central Consolidated spokesperson Sam Ratcliff said: “We are extremely proud to have partnered with the Club 4X4 team, by enabling our people with the best in class technology and information we will have the ability to set Club 4X4 apart from their competition.”

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LiveLogik’s new digital document signing feature


LiveLogik are excited to announce the latest feature to Concierge Web, digital document signing. This allows customers to sign legally binding documents in real-time.  


Key benefits:

  • Customer convenience: make it easy for your customers to sign documents instantly
  • Eliminate delays: remove bottlenecks and increase efficiencies by digitalising your document collection process
  • Multi-functional: can be used by multiple departments such as supply chain, HR and operations.




What customers are saying

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,  print the documents, sign them and send the back. It would have taken me a while to get this done. This is a great idea.”


“This was a really easy way to sign documents. It saved me a lot of time not having to run to a printer. Great idea.”

 

If you’re interested in learning more or would like a free trial, please reach us at info@livelogik.net or call +61 408 388 516

How legacy systems aren’t as difficult to transform as many may think

Claim Central Chief Executive Brian Siemsen, touches on legacy systems and how they’re not necessarily as difficult to overcome as many may think. Below is a brief transcript on what he had to say as part of a panel discussion at a recent Insurtech conference in Sydney.

Moderator: Angus Kench, Vice President Claims Asia Pacific, Liberty International Underwriters 

Panellist: Brian Siemsen, Chief Executive Officer, Claim Central Consolidated

ANGUS KENCH: I want to touch on legacy systems, so anyone sitting out there from insurer land or most lands suffer from this problem of systems built, 10, 20 sometimes 30 or 40 years ago, and not just dealing with an old system, but dealing with four or five of them. So, I know that in Liberty we feel lucky in our claims team because we only have one system to deal with, but our colleagues in London have five, and in the U.S. it’s even more. It’s a nightmare in terms of processing claims but also in data, moving data around and understanding what you can and can’t do as a business. How do you deal with that legacy problem?

Brian you’re stuck right in the middle I guess, trying in that claims process to bring together builders, adjusters, claims repairers and others. How do you deal with that issue of all those different systems and in some of those more than one, how do you deal with it?

BRIAN SIEMSEN: From an insurance perspective I don’t think we have a major issue there because the world has adopted either a reasonable Guidewire solution or something equivalent, we’re not dealing with green screen anymore, so from that perspective in our world it’s not too much of a challenge.

However, one of the things we did do early on is identify a partnership ecosystem, very similar to what you were talking about in terms of identifying who’s the best in customer engagement. So whether we’re working with partners in WiCover who are loyalty engagement specialists, or in the new world of insurance platforms in the Blue Leopard space, you’ve got the customer engagement piece, the core middle tier and the claims back-end, and this ecosystem is the best go to market strategy for us, because it allows us to not get caught up in any type of road block or bottleneck, because these platforms are today’s platforms.

They’re already 10 to 15 years ahead so the runway to not run into that legacy again we feel very comfortable with, and certainly what it allows us to do is to start thinking about other insurtech partners such as immersive technologies and videos, and we can add those to the core baseline suite that we offer to the market.

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Claim Central Consolidated announces the opening of a new office in Parramatta

Wednesday 1 May 2019: Pioneers of digital claims fulfilment across the globe, Claim Central Consolidated (CCC), today announced the opening of a new office in Parramatta.

Brian Siemsen, global chief executive officer, Claim Central Consolidated, said:
“We’re excited about the opening of our new office in the Parramatta CBD, which will serve as Claim Central’s second service point in addition to our head office in Matraville, Sydney.

“Parramatta is the second largest economy in NSW (after Sydney CBD), and is on track to become a leading financial hub. It was a very compelling option for us to grow our Australian operations in the region due to the high-quality talent pool of employees, coupled with the central location of the new office which is close to public transport and is surrounded by several insurance companies.

“As innovative disruptors to the insurance marketplace, the timing was right for us now to expand locally. The opening of the new office forms a significant aspect of our long-term strategy, which is to further strengthen our claims and technology offerings to better serve the changing needs of our clients and their customers.”

The 100-person strong team of claims experts is located at Level 4, 2-12 Macquarie Street, Parramatta.

 

Technology and tools to drive the faster resolution of claims

Claim Central Chief Executive Brian Siemsen, predicts immersive technology and virtual reality still capture, will be the next big thing in claims. Below is a brief transcript on what he had to say as part of a panel discussion at a recent Insurtech conference in Sydney.

Moderator: Angus Kench, Vice President Claims Asia Pacific, Liberty International Underwriters 

Panellist: Brian Siemsen, Chief Executive Officer, Claim Central Consolidated

ANGUS KENCH: Brian, have you got some examples from the recent CAT events, how the tools can drive better communication and the fast resolution of claims, and that’s what we’re all trying to do? There is no claim that gets better the older it gets. Have you got some good examples?

BRIAN SIEMSEN: One of the best examples we’ve got now, there are two components of the technology such as the immersive technology, such as the VR video (VR still capture), which is the still 3D capture of a site instantaneously.

If you think about what’s happening up in North Queensland now, unfortunately, we’ve had a death up there, because of the type of water that’s going through the properties. As you can imagine it’s not just pool water that’s going through those properties, it’s coming from the ground up, and it’s coming through sewerage tanks and things like that.

The other part of what we do in the claims services side, is we’re also able to understand what’s happening there, and we’re also able to translate that into IP, the VR technology is allowing the right resource and a safe environment to take a 3D capture of these homes.

If you think about that, for example, the traditional approach is the customer will lodge a claim, someone turns up to site, the emergency assistance will be required, there will be a bunch of mitigation that needs to happen, seven contractors could be seeing that site for the first time, and then deciding how to be safe. Then the other part of that is, it’s not just the safety element, the 3D VR capture allows the claim examiner to be connected to the site instantly.

So what’s probably going to happen this week, next week, and the following week, for anyone who understands claims, is there is going to be a bunch of mould because of the types of humidity and what’s happening up in Queensland, these sites haven’t been stripped out or dried out, there’s going to be a bunch of secondary degree damage going on back up there.

Going back to the immersive technology such as live video at the point of triage, so pushing video up to the front of triage and getting eyes on site to mitigation, emergency response and restoration activities to mitigate the property hazard cost implication, and it also has a safety implication.

If we start to think about one of the other big problems inside property claims and that is the temporary accommodation piece, is to be able to understand if a property is liveable, or non-liveable. We’re starting to take this proactive approach as opposed to a reactive approach in claims, just because we can take a 3D full internal/external view of the home, and from the speed of claim and customer service and responsiveness.

The other by-product of this is, I manage over 1,000 claims as a user, inside an insurer, sitting in Sydney, potentially I could be dealing with some claims up in Queensland, and all I see is still photos and a bunch of reports. The challenge we’ve got is retaining this talent, if we think about the by-product of some of the opportunities of having something like 3D VR.

As a claims examiner, I’m experiencing the walkthrough, I’m watching video, I’m interacting with the customer, they’re showing me the mould, they’re showing me the additional damage, the place may not be liveable. These are real practical examples of immersive technologies up the front of a claim at the point of triage, that just doesn’t have a one-dimensional view, a customer, a safety, a bunch of economics that hang off the back of that.

As we continue to explore these they become a commodity which they will be, ah you’ve heard it here first, the video with our technology will become a commodity up the front of a claim and they’re not going to be anything new. Photos will be a subset of more of a live experience in terms of claims. You’ll see a whole bunch of benefit that will come in the next few years as companies embrace it more and more.

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ClaimLogik named ‘Insurance Innovator of the Year’ at 2019 FinTech Business Awards

Thursday 4 April 2019, (Sydney, AEST): Claim Central Consolidated (CCC) are thrilled to announce our cloud-based claims management platform ClaimLogik, has been named ‘Insurance Innovator of the Year’ at the 2019 FinTech Business Awards.

The Fintech Business Awards, one of the leading awards programs in the Australian financial technology sector celebrates leading organisations who demonstrate outstanding innovation and entrepreneurship. In its third year, the awards received over 200 submissions across 20 categories making it the biggest one yet.

The award-winning platform was created to simplify the claims process and reduce operational cost and lifecycle for insurers, while enhancing the service experience for customers. Additionally, ClaimLogik is the only platform globally that offers both stakeholder management and claims management capabilities, and real-time data to see and manage risks as they occur across the supply chain.

96 companies were in the running for the 2019 awards and 15 companies were recipients of awards at a gala dinner held in Sydney last Thursday.

Click here more information on the 2019 FinTech Business Awards Winners.

Claim Central Chief Executive Brian Siemsen shares his thoughts on international trends in insurtech

Last month, our CEO Brian Siemsen, was invited to participate in a panel discussion at the Insurance Business Insurtech conference in Sydney, along with other industry experts.

During the discussion, Brian shares his view on what he thinks are the upcoming international trends in insurtech. Below is a transcript of his responses.

Moderator: Angus Kench, Vice President Claims Asia Pacific, Liberty International Underwriters 

Panellist: Brian Siemsen, Chief Executive Officer, Claim Central Consolidated

ANGUS KENCH: What are the key international trends we are seeing? As you’ve probably heard one of the challenges in this space is the very segmented insurance market. We talk about insurtech, and yet we have commercial, we have reinsurance, we have retail. Can you give us the key takeout of what you think the key international trends are for your particular space? Brian, you’re just back from the U.S. so you’ve got some good insight into some of the international challenges.

BRIAN SIEMSEN: We’re obviously in the claims space, and to the other panellists especially to Cecilia (Warren), I’m a little bit obsessed with connectivity as well. Just in a different context of having a concept where everyone is digitally connected in a claim, and the focus is on the policyholder and the customer, what could we do around that experience, and then certainly on the outside of that in terms of economics, what you could do in terms of cost and speed.

The digitalisation of a claim for us was something that we certainly felt whilst working inside the claims process, and connecting the insurance layer on top, and working with a bunch of incumbents both here and internationally, that problem statement was a very real problem statement. The confusion that lies around a claim, creates a bunch of leakage, there’s margin on top of margin that still exists today. We really haven’t tackled the trends I’m seeing in the supply chain or the appetite that we want to digitise the supply chain and create a performance layer around the supply chain.

We’re allocating indemnity spend to the best performing suppliers in that supply chain, and there’s a real appetite for that, especially in the US now. Most folks might not realise, there’s a bunch of legislative changes that are happening in the US where insurers are now able to invoke a right of repair. Over in the US typically, the claim gets settled at the point of cash settlement.

But with Cyclone Harvey and Cyclone Irma, customers were left with a bunch of cash settlements, and no way to repair or fulfill properties. Especially in the southern states and the jurisdiction in which we operate in Florida, the longer the claim goes, the more exposed they get to litigation, AOB’s (a sovereign of assignment of benefits), and there’s a real appetite to manage the customer from the start of the claim to the end of the claim, and that’s a real paradigm shift in the US because typically there are up to 14 different stakeholders involved in a typical homeowner claim. I’m not kidding, there are actually 14 different stakeholders.

One of the best and most rewarding trends we’ll see in terms of talent in all these carriers, is they are looking to gamify the claims process. They’re looking to take 16 different systems and bring them down to one or two systems and the impact of that is when you sit there and look at these different organisations, we’re empowering, well in fact we’re disempowering claims handlers and claims examiners, we’re driving customer centricity and that’s the focus – to look after the customer – and yet I’m sitting in front of 16 different screens having to manage 16 different levels of data to try and fulfill the customers’ requirements and needs.

The focus in the geographies we’re working in has been an interesting experience to experiment with how can we get down to a one platform view for a claims handler to meaningfully interact with a policyholder, whilst controlling things such as speed of claim, customer experience and the cost elements around a claim. The trends for us is that we are seeing the focus is on the claims handler and the employee working directly with the customer, and the whole digitisation of the supply chain.

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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

 

Transcript: Claim Central Chief Executive Brian Siemsen speaks at ANZIIF Insurtech Conference

Last month, our CEO Brian Siemsen, participated in a panel discussion at the ANZIIF Insurtech conference in Sydney, 27 February,  on: “The insurtech approach to claims”, along with other industry experts.

Some of the themes Brian spoke about were utilising virtual reality and live video streaming to capture crucial loss and damage information; and flipping the customer journey on its head, from insurance-led processes to customer-led processes.

Below is the full transcript of Brian’s responses.

Moderator: Daniel Sandaver, Managing Director, Codafication

Panellist: Brian Siemsen, Chief Executive Officer, Claim Central Consolidated

DANIEL SANDAVER (OPENING REMARKS): What technologies are driving innovation and solutions in the claims space? We’re keen to talk about what t appeals are of the technology that is driving change. I’m going to open it up to the panel to talk about the pillar and what’s the outcome of it.

Brian, you’re very close to property claims and the process involved. How do you think opportunities are presenting themselves and re-imagining the value chain?

BRIAN SIEMSEN: Some of the work we do with customers and the geographies we work, the common question comes when we’re starting to talk about the connection, people and stakeholders being digital around the customer. So, if everyone is connected, can that re-think operating models? Can that re-think the ability to do site capture, and the type of resources that do site capture and loss and damage, and collect that loss and damage information digitally?

Quick story, I was in Austin last week and talking to the Head of Uber Insurance about utilising the downtime of Uber drivers in the North American market between the hours of 10am to 2pm. This carrier was looking for an opportunity to go and have onsite presence at a lower cost than they were currently getting, for just an external capture. The reason I mention that is because this is a dynamic shift away from the traditional way of capturing loss and damage information.

So, I certainly think that there is a re-imagining of the way in which a claim can be fulfilled, and that’s driven by also the customer journey, and the top-down process which is being forced on to customers.

DANIEL SANDAVER: I’m keen to get Brian to weigh in on this, what do you think the number one pain point you are hearing in the industry is around claims?

BRIAN SIEMSEN: We are still building insurance through that process, not making customer journeys to the levels customers want, and I mentioned the car riding service before, Uber. Uber just looked at the dispatch model and said they weren’t going to build a taxi model, nor force a customer through the dispatch. They connected the customer through ride sharing and created a new model. Airbnb did the same thing. They didn’t do anything other than map the journey based on the best outcome for the customer and created a win-win for both sides.

Too frequently, insurers are still leading an insurance-led process and forcing the customer through that process, and other industries are just not doing that anymore. When you think of what Airbnb has done, over five years it has grown to one million properties, and Marriot hotels did it in 50 years. So, they built a market share, in less than a tenth of that time. Airbnb is now currently larger than the five biggest hotels in the world because they got the journey of the customer.

For insurance, I think operating models will continue to evolve. I don’t think anyone can stand here and say they’ve nailed it, but the journey doesn’t just include the customer as we have just spoken about, it also includes the supply chain, people who are insurance dependent, the customer journey, the broker journey and the insurer journey.

What about the claims managers who sit in front of 16 different systems, and are told to look after customer centricity, yet they are required to operate 16 different systems, all disparate with no connection? It’s incredibly difficult to do your job. Once we get onto ‘stop creating process for process sake’, and create journeys for journey sake, it will solve customer and stakeholder journeys. The insurance layer will take care of itself in terms of performance.

DANIEL SANDAVER: I guess there’s no way to blueprint an industry-wide solution, or a value proposition where the insurance will be different from the experience they create?

BRIAN SIEMSEN: You are 100 percent right, if we start thinking about trying to have a single magic bullet, there’s a bunch of insurtechs in this room who I have already connected with over the last couple of days, that probably have come up with reasonably connected opportunities that weren’t here a few days ago.

But it’s going to take better collaboration, and I know this word gets thrown around a lot. It’s not a true statement that everyone wants to collaborate. But there has been more collaboration over the past 12 months than there has ever been in the last five years. But it’s forums like this that help work it out. We’ve got brokers, insurers and suppliers, who can come together and think about the problem statements in our line of business or many lines of businesses, and come up with several solutions that are even better than they were today, in the next three or five years. If we think about the journey of those who are on that experience, they will be better than they are today.

DANIEL SANDAVER: Brian, I would love for you to weigh in. I know you’ve got boots on the ground in Townsville helping up there with the recovery effort. What do you see as a key driving factor of insurtech and technology that’s creating a better outcome for people in those situations?

BRIAN SIEMSEN: It’s the whole triage piece, for those who haven’t fully understood the technology that Grant Beck is talking about, there is a safety element to it and there’s also a reactive element as well. The ability to create a point in time capture, and if you’re able to see something versus being told something, and you put people around that, early intervention and mitigation, temporary accommodation can be organised, the understanding of the project schedule, pre-pricing and predictive pricing around similar or same type of loss that the predictive modelling can do around identifying those kinds of loss from the past.

But from a responsive perspective around customers, I can see it early, I can respond to mitigation, I can look at restoration, I can look at assessment, I’m able to look at emergency service response, I can then book accommodation. In the first 24 hours of getting something like what Grant Beck does up in Townsville, we do something similar with our live streaming piece, and I’m able to respond a whole lot quicker. I don’t necessarily need to be onsite to do that.

This requires a whole bunch of stuff to be connected, and the opportunities in places like that you’re starting to challenge the cycle time of the catastrophe, from a reinsurance perspective that’s significant, but able to challenge the cycle time, hire the right type of suppliers in the right types of areas, where it’s regional or metro. There is a knock-on effect, where you start it right and can see it well, particularly in the 3D world that Grant Beck specialises in, the significant application of claim performance. We now are talking about workflow, the customer, and there is a whole lot of economics around cycle time and repair cost reduction. The opportunity to take some of the load out that happens inside catastrophes is also an opportunity for us.

DANIEL SANDAVER: I think that comes back to the new proposition too for a customer, that instead of having multiple people attend the property, looking at the same job multiple times and the asset. You’re taking action and getting the right person to you, compressing costs, you’re increasing the customer experience.

BRIAN SIEMSEN: Absolutely, if you look at it from a first response perspective. This is a traditional model, whether you like it or not. You’ve got that first response, you’ve got one to two depending on the severity, up there you’ve got a mitigation trade, multiple service providers who a turning up from a response perspective, you’ve got a specialist, you’re going to need a hygienist, you’ve got strip-out specialists who’ve taken everything from 1200 mm below.

You’ve got all these folks who are turning up for the first time onsite, Grant gives you the opportunity to be able to see the same site first time once, and every one of those stakeholders can be positioned and planned in a way that has never occurred inside first response before. If people think like that, those inside the supply chain understand the value of what could be possible with something like that being used.

DANIEL SANDAVER: Brian probably a good one for you. Are the incumbents serious about innovation in the claims space both from the technology and services perspective? If so, what is the evidence?

BRIAN SIEMSEN: Absolutely. I think if you asked me a few years ago, one of the reasons we had to go offshore is because there was a real lack of appetite from insurers to want to engage in something different. Particularly the non-tier two and three levels, it was challenging to have conversations there. There was a greater market place for us, unfortunately, in other geographies. We just had a great conversation between us four (panellists), where we were talking about the appetite and the conversations that can be had now. Rooms like this didn’t exist three years ago where people come together and solved the challenges and issues.

There’s a long way to go, I’ve seen it first hand where you get taken all the way to the wire of great-great-great to, this is transformational, great-great-great to, this is too transformational. Look I get it and I understand it, I think what is perceived as complexity particularly around claims, isn’t that complex.

Let me give you an idea. I’m designing a drone autonomous claims response process for a drone underwriter in Austin. The claims process is the same as property, you wouldn’t believe it, there’s a lot of fast track, they collect a lot of data, it goes to a claim’s decision.

You talk about property, talk about cyber, the process is the same. The complexity of what’s available to help you fast track that, that’s where the unknown is. So, where the unknown comes in, there’s a sense of caution. But at some point, you see the tier two’s and tier three’s and we see it across all the geographies we work in especially the US, they are willing to have a hot crack. They are really focused on three things: 1. What can we do to enhance the customer experience? 2. How to reduce cycle time. 3. Is there some type of cost rationalisation or claim handling expense?

We are talking to several partners who want to be a part of that ecosystem and say “listen, we can add value to your product and you’ll add value to our product, let’s go and talk to a carrier and have these conversations”. We had a great opportunity to work with AXA XL in Connecticut just a couple of days ago, and the problem statements they’re trying to solve, wow, they’re just mind-blowingly complex, but they’re all at the table trying to solve it. So, if you’ve got organisations like that, there’s big hope for more and more of that happening in the market over here.

DANIEL SANDAVER: What’s your one takeaway point that you want to part with?

BRIAN SIEMSEN: I come from a working partnership, a working relationship, where it’s the insurtech working with the incumbents or an incubator. Talking to those incubators, there are persevering insurtechs too, making sure we will agree up here that we’re not going to be in a position next year, or the year after, where a defined operating model for claims management across all the lines is going to be hitting the bullets.

It’s about being able to work with the partners, and the insurtechs working with the insurtechs, feeling welcomed to go and work with incumbents and say “we think we’ve heard you, we’ve come up with a problem, we’ve come up with a solution to the problem and we want to work with you on that line of business, or many lines of business”.

It’s that persistence and the ability for those incumbents to be able to incubate insurtechs and just say “hey listen, we think we can solve problems, but help us understand what your pain points are”. Because there is a bunch of smart people who sit inside supply chains and technology businesses with good insurance backgrounds who can just offer a different perspective of thinking.  That’s what we’re starting to experience and the customers who have incubated us, you don’t always get it right and neither do they, but I tell you what we do next month, is better than what we did the month before and I think that’s the way this iterative process of someone coming up with a reasonable operating model will be coming into existence.

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