Insurance builder excellence in every project


Can property truly regain its pre-disaster glory? At Claim Central Property, we emphatically answer with a resounding yes. Our recent repairs are testaments to our unwavering commitment to restoration and excellence.

Restoration is our craft.

Every project undertaken by Claim Central Property is meticulously planned and executed, and Claim Central Property is the preferred insurance builder in Australia and New Zealand. Expertise and precision underscore the comprehensive repair solutions we provide to our clients.

Construction site damage- prior to repair Construction site damage- post repair by Claim Central Property

Transforming disaster

Claim Central Property is a trusted restoration, estimation, assessment, and repair management service provider for insurers, underwriters, loss adjusters, and brokers in Australia and New Zealand. Our commitment to excellence is evident in every meticulously planned and executed project, where we prioritize restoring customers’ lives back to normal as quickly as possible.

Whether it’s residential, commercial, or strata properties, we specialize in transforming disaster into design with our comprehensive repair solution.
 
Insurance claim - Before repair Insurance repair after Claim Central Property repair the damage


Tailored solutions for unique properties


In our pursuit of excellence, Claim Central Property recognises that each property has unique characteristics that demand bespoke repair strategies. Architectural nuances, historical significance, or environmental considerations are respected and integrated into our meticulous planning and execution phases.




Our bespoke approach tailors each project, blending cutting-edge technology with traditional craftsmanship, transcending expectations and resetting industry standards.

Emphasising transparent communication and thorough analysis, we streamline the claims process, delivering deep expertise that mitigates further loss and expedites restoration.

How Claim Central Property can assist you as you Insurance Builder

Our bespoke approach tailors each project, blending cutting-edge technology with traditional craftsmanship, transcending expectations and resetting industry standards.

Emphasising transparent communication and thorough analysis, we streamline the claims process, delivering deep expertise that mitigates further loss and expedites restoration.

Contact our team at info@claimcentral.com.au to learn more. 

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A Tale of Two Assessments: Field and Virtual

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. 

How to get your customers homes back to normal

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.

Claim Central scores an average customer service rating of 9.28/10

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.

customer service rating

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.

Here Is a Method That Is Helping Claims Move Faster

The insurance claim process can be long and arduous, with many steps that are time consuming or lead to mistakes, especially if the initial inspection isn’t done correctly.

Claim Central utilises state of the art virtual collaboration and inspection technology to enable a 360° view of claims, speeding up the submission process and cutting down on travel costs. This technology allows Claim Central to better support customers in time critical situations.

Virtual Collaboration Results

Claim Central utilises a virtual collaboration software, Livegenic. Livegenic instantly allows the customers and policyholders to remotely connect and interact with a desktop assessor instantly view damages, engage emergency services, and potentially complete the assessment in real-time. The assessor uses Livegenic to provide a seamless real-time inspection of the customer’s claim.

Additionally, customers use Livegenic to easily provide essential documents required by Claim Central’s repair team for their claim – all from a single digital workflow.

Claim Central utilises video on every claim across internal assessors and its trade panel. Ensuring the use of video on every claim enables a thorough documentation of the process of each claim. Impressively, in just the last 12 months, Claim Central has completed over 1000 live streams with customers!


 

Claim Central asked a customer that used virtual collaboration for their feedback and their response was outstanding.

“The livestream assessment process was really good. Paul was very professional and helpful in guiding me through the process and also followed up to inform me the claim had been submitted and what to expect next.”

Claim Central is at the forefront of claims management. From first notice of loss through to repair, our virtual collaboration and inspection offering provides a flexible and effective solution to enhance customer and client experiences.

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 responds to Victoria’s severe storms and flooding

On the 9th of June 2021, areas east of Melbourne, particularly Gippsland and the surrounding regions, were affected by a powerful storm that caused moderate to severe flooding, affecting communities and causing extensive damage.

On Sunday the 13th of June, the Insurance Council of Australia (ICA) declared the event an Insurance Catastrophe (CAT214). As of January 2022, there has been $285 million in value of claims incurred related to this Catastrophe.

Claim Central Property’s Response

Claim Central activated its catastrophe response plan to help with the influx of claims within Victoria due to the effects of the severe storm and flooding.

By utilising professionally trained staff and award-winning technology, Claim Central delivered excellent results for its clients’ customers.

As of February 2022, Claim Central has repaired most of the claims they have received in 45 days on average.

Victoria's severe storms and flooding

Out of 307 claims received, Claim Central on average:

  • Contacted the customer in 0.02 days
  • Attended the site in 4.11 days
  • Took 7.99 days to submit reporting
  • Waited 13.74 days for our clients to make a claim decision
  • Ended with a total repair claim lifecycle of 45.34 days

Claim Central is proactive in keeping customers informed at every stage of the claim journey and providing a point of contact for each step. At the very start of the claim, we set clear expectations with customers and successfully manage those expectations through to final Quality Assurance.

The service has seen an average of 9.29/10 customer ratings for all claims handled under Victoria’s severe storm and flooding catastrophe event.

Interested in learning more about Claim Central? Click here to get in touch.


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. Wilbur Solutions Pty Ltd, ABN 17 140 809 810. 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.

Australia’s highly regarded property trade network

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.

New South Wales flood disaster update



Over the past 48 hours, parts of New South Wales have been impacted by severe flooding conditions that have caused significant damage to communities. We understand and acknowledge how devasting these floods have been for our customers and their families.

Our thoughts go out to our impacted customers and everyone in the affected communities. We hope everyone is safe and encourage you to check up on your friends and families in these communities.

If you are currently under impact and in immediate danger, please contact your local emergency services or call 000.

Claim Central Property is ready to help.

We are prepared and have begun assisting the recovery of the damaged areas and communities affected by the recent floods.

Our team of frontline staff, property assessors, make safe trades, repair trades, restorers, and engineers are readily available for all catastrophe claims needs.

Our team are equipped with the required technologies to capture all information as we aim to bring normality back to people’s lives.

We hope that everyone affected is safe from the recent weather event.

Our emergency assistance team is always available 24/7 if there are any urgent requests.

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




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.

The importance of claims technology

We have entered a new era of claims management with rapid advancements in technology, digitisation of the claims ecosystem and changing customer preferences.

As claims technology evolves and grows more sophisticated, the insurance industry needs to stay up to date on the latest tools and technologies that can help them manage their claims effectively.

Technology at Claim Central

Chief claims officers and senior claims managers should be familiar with the benefits of claims technologies that are available, so they can make informed decisions about procuring them for their company.

Ultimately, everyone involved in the claims process stands to benefit from today’s advancements in claims technology and should also be aware of the benefits of claims technology and how to maximise its value.

The importance of claims technology

 

The insurance industry is constantly changing and evolving, and with that comes the need for innovative technology solutions.

Claims management is one of the most critical aspects of the insurance industry, and industry players must have the right technology to handle these operations effectively and efficiently.

What types of claims technology does Claim Central use?

 

To maximise Claim Central Property’s efficiency in claims handling, we optimise several technologies. This includes two-way virtual collaboration tools, end-to-end claim management tools and digital quoting and onsite tools.

 

Two-way virtual collaboration tool

Claim Central Property’s virtual collaboration tool gives our business the flexibility to overcome challenges with managing claims and ensure the best outcome for our customers. Regardless of the claim volume, location and damage type.

Livegenic is the tool that allows Claim Central to provide both our customers and team a shared workspace accessible from any device through its browser-based solutions. As a result, it’s easy to collaborate on projects with live video streaming, offline photo capture, digital document signing and real-time payments ensuring all stakeholders are kept up to date without waiting for emails or phone calls.

End-to-end claims management tool

Claim Central Property utilises an end-to-end claims management tool to manage our claims from triage to the completion of repairs. Through this technology, we unite all parties connecting the right people at the right time.

This technology also provides a central location for all administration, claim documentation, claim notes, supplier interactions and invoices amongst others. Providing a property assessing and repair service to the insurance industry without an effective claims management tool would be nearly impossible.

Digital scoping and quoting tool

Claim Central Property has introduced a seamless digital scoping and quoting technology for our assessing team to submit reports and quotes directly from the site. This means real-time report submissions, increased quality and accuracy of reports, and most importantly a shorter lifecycle of claims with earlier commencement of repairs to customers’ properties.

Without this technology, report submissions can take over a week or more for complex claims. Since introducing the technology, on average we have assessments being completed, submitted and approved all in one day, onsite and realtime at assessment.

 

Interested in learning more about accessing Claim Central Property’s assess and repair service? Click here.


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.

Teamwork and technology are the keys to seamless claims

Technology and teamwork

Teamwork between an insurer and loss adjuster is key.

Teamwork between an insurer and a partner like Claim Central enhances the speed of a customer’s claim experience, unlocking the best possible result.

Through teamwork, communication and innovative technology, the claims process can be simplified, which reduces the stress of lodging a claim. It also ensures the claim is processed promptly, enabling you to spend your time on what’s important for you.

Westport flood case study – teamwork reducing claim lifecycle

A customer was awaiting surgery while living on the West Coast of New Zealand when the flood event of July 2021 hit and damaged their home and contents. The expediency of the claims process that took place upon notification would not have happened without the knowledge and experience of the parties involved, including the insurer and the selection of a switched-on loss adjuster (Claim Central).

The claim was lodged in the afternoon on Thursday 22nd July, and Claim Central was appointed immediately. Claim Central completed a virtual inspection and before 5 pm that same day, the assessment report and recommendation was provided to the insurer.

How did a virtual inspection streamline the claim?

Claim Central has been optimising the use of virtual inspections (through Livegenic) into their operations workflow for the past three years. Livegenic has helped streamline the claims process, so that claims are actioned immediately and seamlessly.

After sending the customer a video collaboration link and calling him on the phone, Claim Central was able to virtually inspect the property damage, saving much of the time and expense involved in conducting an assessment on-site.

Teamwork and smooth communication by the experienced claims specialists, loss adjuster and agent contributed significantly to the customer’s experience.

Claim time in the insurance industry is the moment of truth. As we know, insurance claims can take weeks or even months, therefore being able to cut down the claim lifecycle is paramount. In the event of a claim, teamwork between an insurer and loss adjuster enhances the swiftness of the customer’s claim experience. The use of innovative technology such as Livegenic helps streamline the claims process, for faster and more accurate inspections with video-streaming and real-time assignment management.

Are you interested in learning more about how Claim Central optimises technology to create seamless experiences for our customers? Click here.

 

Claim Central Limited Company Number 5807233; NZBN 9429041980934. The information in this article does not take into account the investment objectives, financial situation and particular needs of any particular person. Claim Central 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 document, 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 document.

Is La Niña still active?

This summer, Australia has been affected by one of the most severe and intense weather events we have seen in recent history. The La Niña effect has caused extreme rainfall and continues to deliver gloomy wet weather.

Can we expect the rainfall to persist or La Niña to soften and the weather neutralise as we lead into winter?


According to the Bureau of Meteorology, the dominant La Niña pattern in the pacific is starting to die down; however, that does not mean it is over.

The next phase of La Niña will press through Australia and result in higher than average rainfall for the winter to spring months. With higher precipitation comes higher chances of flooding and property damage, as we have seen over the past few months in Australia’s East.

Being prepared for high rainfall and flooding is crucial, primarily if your home is in a high-risk flood area.

Some key points to keep in mind when preparing for the La Niña:

  • Have regular building inspections and follow the recommendations of the experts.
  • Roof and gutter maintenance should be prioritised to ensure a good water flow.
  • Place stock and electrical equipment somewhere higher than the recommended level if you own a business. For a home, that could mean moving important documents or objects to the higher shelves.
  • Develop an evacuation plan for your business and employees or for your home and family.
  • Trim overhanging tree branches.
  • Secure loose items, especially in the backyard, to prevent them from flying if the wind becomes stronger and avoid the possibility of objects damaging your property.

Our support for La Niña

If you have taken the steps above, you have helped to minimise the risk of damage happening to your property.

However, catastrophic events can be unpredictable and can still cause damage no matter what precautions are taken. Claim Central are ready and able to assist with La Niña impacted residential properties. Our team of frontline staff, property assessors, make safe trades, repair trades, restorers, and engineers are ready to be deployed to the affected areas to attend to customers’ properties.


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.