Claim central has been recognised as a Best Service Provider by Insurance Business Australia

Claim Central Consolidated is pleased to announce our property division has been named an Insurance Business Australia excellence awardee and a finalist for the “Best Service Provider to the insurance industry” category. The annual Insurance Business Awards, now in its fourth year, has been recognised as the leading independent awards event in the insurance industry. The awards showcase the top brokers, brokerages, insurers, underwriting agencies, BDMs and more for their achievements, leadership and innovation over the past year.

Insurance Business is proud to reveal the 2021 excellence awardees. Winners will be announced at the awards gala on 12 November 2021.

BEST SERVICE PROVIDER AWARD

BizCover

Claim Central

DXC Technology

FM Global

To view the full list, visit: https://www.insurancebusinessmag.com/au/news/breaking-news/insurance-business-australia-awards-2021–excellence-awardees-announced-302254.aspx

Martin Maguire named as an Insurance Business Young Gun for 2021

A massive congratulations to Martin Maguire, Head of Property for Claim Central Consolidated, for being named as an Insurance Business Young Gun for 2021.

If the 2021 Insurance Business Young Guns are anything to go by, the insurance sector is in great hands. 

The many detailed submissions IB received made it clear that these young practitioners are not simply consummate professionals with impeccable technical expertise. They go above and beyond in every sense. In an increasingly complex and competitive sector, they have managed to lead, innovate, mentor their colleagues, build relationships, develop professionally, place their clients’ needs front and centre, contribute to the wider industry and give back to the community.  

On the whole, this year’s Young Guns possess many ‘soft’ skills that have translated into rock-solid performance: great communication, emotional intelligence and the ability to walk in the client’s shoes. Together, these allow for the management of complex claims and the building of strong, collaborative relationships with clients and colleagues. 
Another common denominator for these stellar performers is what one nomination described as “bringing an inquiring mind to every claim” and leaving no stone unturned in finding a solution. 

To view the full list of winners: click here

About Martin
Martin’s role of Head of Operations Australia & New Zealand comes well equipped with a team of 132 internal staff and 750 external trades across both geographies. Martin and his team manage 20,000 – 22,000 property and restoration claims per year, across 14 clients including insurers, underwriters and brokers (brokerages/agencies). Within this team Martin oversees several divisions including the 24/7 Emergency Service Division, Customer Service Division, Property & Assessing Division and Supply Chain Division.

Over the course of the last 12 months, Claim Central Consolidated’s Property division has achieved several performance lead recognitions through Martin’s leadership and processing over 22,000 claims across Australia and New Zealand.

Through Martin’s strategies and process improvements, Claim Central was able to deliver average claims cost and average claim lifecycles reductions over the last 12 months, which has put Claim Central in a strong position. Ultimately, resulting in increased allocations from clients.

To learn more about Martin and his teams achievements in the past year visit: Click here

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


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

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

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

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

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

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

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

New technology achieving claim approvals from onsite in just one day

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

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



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

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

 The claim timeline:

  • Lodged – Feb 1st

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

  • SOW/excess received – Feb 5th

 

  • Trade allocated – Feb 8th

 

  • Repairs completed in eight days

 

  • Repairs finalised & QA’d – Feb 16th

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

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

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



We constantly and proactively update customers at every stage of the claim and provide a point of contact for each step. We set clear expectations with customers at the very beginning of the claim and manage those expectations successfully through to final QA.

We monitor the quality of the repairs through repair supervision, site presence and the ability to virtually connect with the customer to conduct a customer and trade sign off on the final repairs. This is to validate and ensure customers are satisfied with their property repair and their lives can get back to normal.

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