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.

Claim Central cuts down claims life cycle to exceed a vulnerable customer’s expectation

Claim Central Property provides consistent and quality outcomes for our customers when a property claim transpires. Using our data & insights, speed of process and technology, we can deliver property repairs that exceed our customers’ expectations but most importantly get their lives back to normal as soon as possible.

Engadine NSW Claim – (October 2020)

The damage at this property was a result of storm activity in the south of Sydney. The damage had been caused by water entering through slipped roof tiles above the main bedroom ensuite during a period of heavy rainfall and strong winds.

Claim Central assigned its field assessor and attended the customer’s property one day after the event. The assessor attended site and submitted the report and quote within three days.

The repair was valued at approximately $5000 and three days later was approved and moved into repairs. We promptly allocated our trade partner to complete these works within five days.

The repairs were completed in just three days, resulting in a total lifecycle of 15 days and a very satisfied customer.

“I had just got out of hospital and to have this process completed very stress free, I am very impressed” – Engadine Homeowner.

Claim Central responds to South-East Queensland CAT

On October 31st the suburbs of South-East Queensland were pummelled by a hailstorm that resulted in severe damage to properties across the state.



The Insurance Council of Australia (ICA) reported more than 8,500 claims had been lodged, with estimated insurance losses exceeding $110 million. The hardest-hit suburbs included Springfield, Rosewood, Greenbank, and Boronia Heights, as well as parts of the Sunshine Coast.

Our response was fast and intentional, ensuring the people whose lives were affected could return to normal as soon as possible, by repairing their homes quickly. Most of the damage sustained was to property roofs with re-roofs being the predominant repair.

We activated our CAT Response Plan, which enabled us to get to the focal point of the damaged areas and carry out numerous assessments with speed and care. Through deploying our assessors from interstate into South-East Queensland we were able to submit half of all our assessments in under 10 days of attendance.

Through optimizing on-site project managers, utilising our CAT data insights and engaging our trusted supply chain, 15% of customers’ houses were repaired and ready to be moved into just one month after the event had happened – before Christmas.

One key example was a home in Boronia Heights:

Boronia Heights

  • Days taken to complete repairs: 6
  • Initial SOW: $6,670
  • Customer’s comments: “Was not expecting anything to be done this year, can’t believe how quickly everything was completed.” 

Another great outcome for one of our client’s customers was this major loss claim in Greenbank from the same CAT event, that benefitted greatly from our onsite project manager being able to supervise the repairs down to the last details:

Greenbank

  • Days taken to complete repairs: 18
  • Initial SOW: $74,100
  • Customer’s comments: “I am happy with the works completed and the service provided”

Furthermore, another major loss complex claim located in Chambers Flat was also completed in a timely manner to ensure a very happy customer for our clients:

Chambers Flat

  • Days taken to complete repairs: 60
  • Initial SOW: $114,400
  • Customer’s comments: “10/10 – very satisfied overall, thank you!”
 

Claim Central has repaired hundreds of houses in South-East Queensland since this catastrophic event and is continuing to bring back normality to the affected customers’ lives while ensuring a high standard of quality so that all customers are satisfied with the service provided during this difficult time for them.

We are proud to have an average final service rating of 9.6/10 for all South-East Queensland hail event claims, while also controlling costs through monitoring and maintenance of tarps from initial make safes as rain occurred after the hail had already struck. This was to avoid any further damages and unnecessary variations, which we were able to keep under 6.07%.

Customer testimonials:

10/10

“I was pleased with regular calls and updates.”

9/10

“Very happy”

9/10

“All good. Many thanks to everyone associated with our claim, we are really happy with the outcome.”

10/10

“We have been blown away with the response and level of communication for what was a bad experience with the event. Claim Central have turned it around and made it a good experience for us.”

10/10

“Was not expecting anything to be done this year, can’t believe how quickly everything was completed”

Lux Ramachandran joins as Head of Risk, Compliance & Audit

Claims Central is pleased to announce Lux Ramachandran joins the team as Global Head of Risk, Compliance and Audit, reporting to the General Counsel & Company Secretary, Freya Smith. This newly created position reflects the increasing importance of risk governance and compliance across our global operations.


We are pleased that someone of Lux’s calibre will be stepping into this new role. Lux has extensive risk management and compliance experience across multiple industries and geographies and the right skills to ensure a sound and measured risk culture is developed and embedded as Claim Central grows it’s global operations.

Lux joins us from CBRE where she was the Global Lead for Risk, Compliance and Assurance for an Australian banking client account servicing their global workplace footprint across 30 countries. She brings more than 18 years’ risk management and compliance experience across IT, taxation, superannuation, securitisation, corporate trustee, wealth management, insurance, and commercial property.

Lux says, “Mastering the interconnectedness between various risk management disciplines and harmonising them with optimised customer-centric business processes and IT-enabled infrastructure will be a hallmark of successful companies in the immediate future”.

Claim Central Reveals Livegenic Acquisition

Claims fulfillment technology provider Claim Central has completed the acquisition of the remaining shares of Livegenic, a virtual collaboration platform for insurance loss-control and claim services.



With the acquisition, Livegenic becomes a wholly owned subsidiary of the Claim Central Group, which has been a key investor since 2017. Livegenic will maintain its own brand identity, headquarters location, and staff and leadership, including Olek Shestakov as managing director and head of Livegenic.

“Livegenic is at the forefront of independent field data collection,” said Robin Roberson, Claim Central managing director for North America. “Claim Central offers leading-edge claim service options, and Livegenic’s remote visual inspection software is an excellent addition to the Claim Central solution set. This acquisition further enhances our ability to help carriers, TPAs, and independent adjusters settle claims quickly, fairly and on an increasingly remote basis.”

The onset of the COVID-19 pandemic has increased the need for contact-free claims products like those offered by Livegenic, Claim Central said. The company said that the Livegenic acquisition was a logical step for it.
“Livegenic has had a longstanding relationship with Claim Central, and current market trends have made this the perfect time for us to bring both businesses together in order to deliver a faster and smarter claims experience,” Shestakov said. “We are very excited to join the Claim Central family and are looking forward to all the new ways that we will work together. This acquisition provides new resources that will enable Livegenic to further enhance our services, expand our platform, and support our customers across the industry.”

“Livegenic has had a longstanding relationship with Claim Central, and current market trends have made this the perfect time for us to bring both businesses together in order to deliver a faster and smarter claims experience,” Shestakov said. “We are very excited to join the Claim Central family and are looking forward to all the new ways that we will work together. This acquisition provides new resources that will enable Livegenic to further enhance our services, expand our platform, and support our customers across the industry.”

“Livegenic has had a longstanding relationship with Claim Central, and current market trends have made this the perfect time for us to bring both businesses together in order to deliver a faster and smarter claims experience,” Shestakov said. “We are very excited to join the Claim Central family and are looking forward to all the new ways that we will work together. This acquisition provides new resources that will enable Livegenic to further enhance our services, expand our platform, and support our customers across the industry.”

To view the article, click here: https://www.insurancebusinessmag.com/au/news/breaking-news/claim-central-reveals-livegenic