Does a compliant trade network drive quality in insurance repairs?

Claims handlers are tasked with the responsibility of managing many claims at once for insurance companies. They work to ensure that quality insurance repairs are carried out, and they must do so within the industry’s regulations. So, how can Claim Central help with quality and compliance?

Claim Central’s trade network is a vetted, high-performing, compliant network of on-site property mitigation and repair suppliers. With over 750 trades and restoration technicians, Claim Central has coverage throughout Australia.

Claim Central’s trade network is a vetted, high-performing, compliant network of on-site property mitigation and repair suppliers.

So, what measures does Claim Central take to ensure our suppliers are producing the best Insurance repairs possible?

Ensuring suppliers are licensed and vetted

Ensuring our suppliers are licensed and vetted is crucial when onboarding them to our trade network. Having licensed and vetted trades is essentially the first part of screening anyone contracting insurance repairs should undertake.

Quality assurance and workmanship management

Claim Central puts expectations on our suppliers to meet a standard of quality and workmanship when conducting insurance repairs for our customers.

We manage our supplier’s quality standards through our video collaboration tool Livegenic. When our suppliers finish a job, they are required to upload a video of the completed works which a Claim Central professional then assesses.

Induction and training for new suppliers

All suppliers joining Claim Central’s trade network are placed through an induction process that aligns them to insurance working conditions and clarifies the difference between private and insurance works.

As the insurance industry has many different demands, Claim Central focuses highly on comprehensive training for our suppliers to ensure they know the conditions before they start work.

Dedicated repair team to project manage jobs

Claim Central has its very own repair team that project manages each job we process. Our dedicated repair team of professionals work alongside the customer, client and supplier to ensure everyone’s needs are met.

The team monitors that the quality meets or exceeds standards and ultimately aims to get the customer’s life back to normal as quickly as possible.

To improve the quality of workmanship, it is essential that you clearly understand what measures can help to drive this. Claim Central is committed to providing a safe and compliant environment for customers and the suppliers on our network.

Are you interested in accessing Australia’s highly regarded property trade network? Contact 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 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 the traditional way still the right way? Let Virtual Inspections empower your organisation.

Virtual Inspections offer many advantages over traditional on-site inspections for claims handlers looking for cost savings and efficiency benefits.

How do Virtual Inspections Work?

Virtual Inspections (powered by Livegenic) allow claim handlers to deploy assessors across the country without the need for assessors to attend site physically.

Using Virtual Inspections, the assessor connects with the insured via their smartphone or a compatible digital device and guides the insured through the assessment process, asking them to capture the damage of their claim.

It’s that simple!

Claim Central offers Virtual Inspections as a Service (VIaaS). VIaaS meets insurers’ needs to provide safety for stakeholders by removing the need for physical site attendance and connecting with the insured over a live collaboration tool, Livegenic.

Why are Virtual Inspections beneficial?

Virtual Inspections is a proven model and has been used with great success by Claim Central. Our partners have also benefitted from using our VIaaS offering. The most significant benefits include:

  • Cost reduction – Not having to pay travel costs and having more availability of assessors.
  • Reduced cycle times – Saves time by helping you have the correct information at the right time to accelerate claim cycle times.
  • Scalable for high volume capacity – In times of CAT events and claim surges, Virtual Inspections can minimise travel time and allow for greater capacity to complete assessments in a shorter timeframe.
  • For more benefits click here.

How can you integrate Virtual Inspections into your current process?

Whether you are looking to carry out virtual inspections internally or looking to outsource this function, these are both very simple to implement into your process with minimal disruption.

The technology platform we use for Virtual Inspections is Livegenic – a virtual collaboration platform that connects you to your customers and field staff for faster and more accurate inspections with video streaming, real-time assignment management, online payments and more. The platform can be integrated straight into your process immediately with some simple platform training and very minimal disruption.

If you are looking to outsource the virtual inspections process, Claim Central can slot perfectly into your current operations by managing some of the assessment areas of your claim management.

VIaaS provides three options to augment your existing adjusting staff or serve as an independent virtual inspection firm.

  • Option 1: Live video technology platform only (Livegenic)
  • Option 2: Technology platform (Livegenic) + live video inspection services for property and motor claims
  • Option 3: Technology platform (Livegenic) + live video inspection, estimate and reporting services for property claims and motor claims

If you are interested in enhancing your operations with virtual inspection capability, connect with our team for a demo of our Virtual Inspections as a Service or our virtual collaboration tool, Livegenic.


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 document 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 document, 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.

Claim Central Consolidated raising the bar for innovation

Over the past 12 months, the insurance industry has been forced to adjust to fast and necessary changes. The challenges that COVID-19 had brought forward to disrupt the industry gave companies opportunities to adapt using new technologies and operations. Challenges like lockdowns, travel restrictions, lack of face-to-face meetings and general uncertainty have brought some companies to a standstill, whereas some excelled through their innovative practices.

Insurance Business asked companies to share the visionary initiatives they’ve successfully launched over the past year. The efforts put forth by the 22 winning 5-Star Insurance Innovators offer a glimpse into insurance’s newest frontiers.

Claim Central Consolidated has been listed on Insurance Business’ 5-Star Insurance Innovators list for 2021, as a company that has faced the challenges presented by the current environment head on with innovation. Engineering innovative ways around to continue growing as a business.

Claim Central’s Innovation  

Claim Central’s property division introduced Virtual Inspections as a Service (VIaaS). This innovation involves our remote desktop assessors digitally connecting directly with policyholders to inspect and assess their claims, using live video streaming and collaboration platform, Livegenic.

VIaaS allows teams to virtually inspect claims without the need for time-consuming onsite visits – saving time and effort for assessors while also protecting customers through social distancing. Instead, customers remotely connect with a desktop assessor to document the claim via Wilbur Live, allowing the assessor to provide real-time guidance as the customer live streams the damage.

Additionally, customers can easily upload documents and reports, digitally sign documents, and make excess payments – all through their smartphones.

Results during 2020, 2021 included:

  • Reduction of the average cycle time from claim decision to receiving excess and signed scope of works.
  • 9% of all inspection reports are submitted the same or next day of assessment
  • 23/10 average customer satisfaction score on live video collaboration inspections.
  • 5hr average travel time saving per inspection to and from the insured.
  • 17% reduction in report submission lifecycle.

To read the full article and view the full list of companies, visit: 5-Star Insurance Innovators  

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.

Wilbur recognised as a tech company transforming the global insurance industry.

The new InsurTech100 list for 2021 has been officially launched today. The prestigious ranking recognizes the world’s most innovative technology solution providers that address the digital transformation challenges in insurance.

Claim Central Consolidated’s tech arm, Wilbur, is proud to announce that we have been recognised as a tech company transforming the global insurance industry in the Fourth annual InsurTech100 list.

The InsurTech (insurance technology) sector has experienced massive growth in recent years as the shifting customer landscape and increased use of digital channels due to COVID-19 has necessitated innovation within the insurance industry.

As a result, this year’s process to identify the 100 InsurTech innovation leaders was more competitive than ever. A panel of analysts and industry experts voted from a long list of over 1,400 companies produced by FinTech Global. The finalists were recognised for their innovative use of technology to solve a significant industry problem or generate efficiency improvements across the insurance value chain.

Wilbur was recognised for our flagship offering, Claim Suite by Wilbur. Claim Suite has codified the key stages of solving any disruption – plan, capture, administrate and manage – and brought that to the claims space, ensuring a more seamless customer experience.

FinTech Global director Richard Sachar said, “Consumers and businesses increasingly expect insurance cover to be offered via a range of digital and offline channels, and insurers that fail to keep up with the latest technologies and innovation will be less competitive and lose market share over time. The InsurTech100 list helps senior decision-makers in the industry filter through all the vendors in the market by highlighting the leading companies in sectors such as underwriting, pricing, IoT devices, distribution and data & analytics.”

A complete list of the InsurTech100 and detailed information about each company is available to download for free at www.TheInsurTech100.com

Virtual Inspections for Catastrophic Events in Claims Handling

Insurance professionals have a difficult job in managing claims, especially when Catastrophic events hit. They must provide timely customer feedback while also taking care of their workload. But what if you don’t have all the necessary tools when the next catastrophe hits? One of the best ways to stay ahead is using new tools that an insurtech like Wilbur offers. In particular Virtual Inspections. 

What are Virtual Inspections?

Virtual Inspections require a virtual collaboration platform (like Livegenic) that connects you to your customers and field staff for faster and more accurate inspections with video streaming, real-time assignment management, online payments and much more.

Claim Central’s Virtual Inspections as a Service (VIaaS) enables insurers to secure inspections and damage assessments without the risks, cost and time associated with deploying traditional field adjusting resources, even more so during the COVID-19 crisis.

Why are virtual inspections important for Catastrophe events?

Virtual assessing and inspections provide a tremendous benefit when disaster strikes. Waiting days to inspect a claim physically can frustrate customers and exacerbate existing damages – the ability to remotely triage the severity of the loss and make an informed decision on how to proceed can save you thousands of dollars in claim costs.

Virtual inspections cut out the travel time and free up assessors to complete more assessments in a much quicker timeframe. While also protecting all stakeholders by avoiding physical attendance, especially in the current COVID-19 environment. Virtual inspections can be integrated into your workflow to ensure claims are moving swiftly from day one if assessors cannot physically get to the damaged area.

How do virtual inspections help with claim management?

Virtual inspections help with claims management through the ability to scale and augment your staff during busy times, including catastrophe events. In addition, live assessments create excellent outcomes by expanding your existing coverage, reducing claim lifecycles, reducing average claims costs and granting the ability to provide superior customer experience with real-time interaction and engagement.

Claim Central’s use of Virtual Inspections during CAT events.

Claim Central Consolidated’s property division has integrated virtual inspections into their workflow and has successfully used this method for three years. In addition, a recent case study was undertaken to explore the results of virtual inspections during CAT214. Out of 307 claims that were received, these were their results.

CAT214 Victoria Severe Storms & Floods – 9th-15th of June 2021

Out of 307 Claims using Virtual Inspections:

99.35%

attempted contact made in the first 24 hours

74.27%

successful connection made in the first 24 hours

54.07%

claims triaged and bookings made in the first 24 hours

54

(20%) Virtual Inspections completed

50%

same-day report submissions

17

days (calendar) on average for claims to be lodged, assessed and report submitted.

The use of virtual inspections is one way that Claim Central Consolidated’s property division strives to improve the claims management process for our clients. We’ve found through experience and research that this method can be extremely helpful in many situations, including catastrophe events where there can be significantly high volumes of incoming calls from customers with complicated questions about coverage terms or who need help navigating their claim. But don’t just take our word for it.

Whether you are interested in our virtual inspections services or property assess and repair services, get in touch to explore how we can help you prepare before the next catastrophe event hits.

To get in touch click here

P: 1300 743 673
E: info@claimcentral.com.au

Claim Central responds to the March NSW & QLD flood event of earlier this year.

The once-in-a-century flooding that occurred in New South Wales and Queensland earlier this year in March caused devastating damage throughout both states.

Parts of Australia’s East Coast saw almost one metre of rain, resulting in the storm drain water and river flooding damaging hundreds of homes and cutting off roads. The devastating floods resulted in over 56,000 insurance claims and caused almost 30,000 people to evacuate their homes during the disaster.

The Insurance Council of Australia, which declared the disaster an insurance catastrophe (CAT212), says assessors immediately flocked to the impacted regions to assist in the recovery process.

Claim Central rapidly activated our catastrophe response plan following the East Coast floods. As a result, we were well prepared to assist in the recovery of damage caused by the storm activity over Australia’s East Coast, especially in Port Macquarie, Kempsey and Coffs Harbour.

Our team of frontline staff, property assessors, make safe trades, repair trades, restorers, and engineers were deployed to the affected areas to attend to customers’ properties.

Claim Central deployed additional resources in the most impacted areas to manage the increased volume of claims, including deploying our assessors from across the country. Equipped with leading technology solutions we were able to ensure critical claim information was captured immediately, resulting in excellent service for our clients and customers.  

Claim Central uses virtual collaboration and live streaming technology, Wilbur Live powered by Livegenic, to capture the right information at the right time for every claim. With Wilbur Live we were able to capture the damaged area at the start of a claim journey allowing accurate information to be collected from the beginning of the claim.

Using our catastrophe response plan and our market-leading technologies, Claim Central has produced great results from the 654 claims received. These results included:

  • 2 average days for the policy holder to be contacted once the claim was received
  • 77 average days for the assessor to attend the property
  • 29 average days for our assessor to submit the report
  • 6 average days until the claim decision
  • 53 average days for the claim to be repaired and finalised.


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

Our great service has seen an average of 9.34/10 customer ratings for all claims handled under the NSW and QLD March 2021 catastrophe flood event.

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 Consolidated’s service and technology recognised as finalists in ANZIIF’s Awards 2021

Claim Central Consolidated is proud to announce that our property Assess and Repair business, Claim Central, as well as our technology business, Wilbur, have both been selected as finalists for the ANZIIF awards in the following categories.

Claim Central – Service Provider to the Insurance Industry

Wilbur – Insurtech of the Year

The Australian Insurance Industry Awards is the first of its kind to unite all sectors in a celebration of excellence, professionalism and community. It provides us an opportunity recognise both our achievements as well those who make a positive impact on people throughout the country.

Entering the Australian Insurance Industry Awards is a great way to show how we have supported customers, community and people over the last year.

Congratulations to all the finalists!

To view the full list of finalists, visit: https://anziif.com/events/insurance-industry-awards/2021-finalists

Claim Central COVID Update

Update published on 30th of August, 2021.

The COVID-19 crisis is having a significant impact on our communities and the way we all do our work. 

At Claim Central we are deeply committed to helping you, our customers, while protecting the health and safety of those involved in managing your claim. Our priority is to maintain a safe workplace and adopt practices to protect the health and wellbeing of yourself, our staff, our contractors and the broader community. 

We are monitoring the evolving COVID-19 government updates and directives along with the impact on our business and the claims handling services we provide. 

Claim Central is reviewing each claim job in line with current government directives. Repairs for a claim will only proceed with appropriate risk control measures in line with COVID Safe Plans. The claims handling services we provide comply with Commonwealth and State / Territory government requirements and Insurance Council of Australia guidelines. Our staff and trade service providers have been informed of their obligations and the relevant restrictions applicable to work locations. 

For any area of concern where a ‘Stay at Home or Lockdown’ Health Directive order is in place, Claim Central is committed to ensuring:

  • Workers will not attend a claim site if they are feeling unwell. 
  • Workers will not attend a claim site if they have been at any of the listed COVID-10 hotspot venues on the specified dates and times. 
  • Workers will follow recommended good hygiene practices, such as regular handwashing and hand sanitising. 
  • Workers will continue to wear masks at all indoor settings and where required outdoors. 
  • Workers will have no physical contact with occupants.

Workers will be contacting you before attending your claim site to verify if an occupant of the premises is a confirmed (primary contact), close contact (secondary contact) or a casual contact case(s). If there are any, please let your Claim Central Representative know and where appropriate we will reschedule the site visit.

If an occupant at your claim site has been contacted by the local Health Department as a confirmed (primary contact), close contact (secondary contact) or a casual contact, you are required to inform your Claim Central Representative and the occupant(s) follow the department’s advice. Where appropriate, we will reschedule any site visits, assessments or repairs.

For areas under ‘lockdown’ restrictions [as at 17/08/2021]:

  • Critical and urgent work will continue. 
  • Construction work will occur at unoccupied premises under strict worker restrictions. 
  • Construction work at occupied premises, renovations, repairs, maintenance and cleaning will occur only if urgently required for the health, safety or security of the premises or members of the household or because of an emergency.

Whilst COVID-19 has presented significant challenges, Claim Central will continue to work with you and appreciates your support to deliver our essential services to you safely and as soon as practically possible. We are all working together to keep our communities safe.

Please contact one of our Claim Central Representative on 1300 743 673 if you wish to discuss any aspect of your claim.

Keep up to date with the latest government COVID updates and guide for businesses:

NSW 

VIC

SA

WA

QLD

ACT

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.

Information provided is general in nature and not intended to be personal advice that is suited to any one person’s particular circumstances.

Claim Central Consolidated tech arm, Wilbur, CEO shares how he tames prioritisation battles

Leaders have always needed to know how to juggle, figuratively speaking. In an organisation, there are usually several fighting priorities, in which leaders need to prioritise the main focuses at any time.

They must pick the suitable projects to commit scarce resources to – not only to achieve their organisation’s goals and strategy, but also to maintain team morale and sanity.

Claim Central Consolidated tech arm, Wilbur, CEO Mark Cohen, speaks with iTnews Digital Nation on prioritisation and Wilbur’s shoulder to shoulder approach in planning and implementation.

Transcript:

“We have dedicated product management. Product managers will work with all stakeholders, and it is, in a sense, a round Robin of negotiation on priorities. We do prioritise the weighted, shortest job first. So, the easiest things with the biggest bang for the buck go to the top of the pile.

They typically get trumped by what we call right to operate. Right to operators, say, compliance issues or if you don’t do this, then you will have a compliance issue. So, either preventive or corrective or anything that comes out of our CSO typically goes right up the pole. Then beyond that, it’s based on the easier thing for the biggest value, which is it’s out of Scrum.

We use Scrum to run our teams as well. So, we do two experiments, and then every product release goes after two weeks. Once a month, we’ll ship into what we call pre prod, which is a staging environment. Customers can review and sign off, and then it graduates and so we have this prioritisation at the front of the funnel, and it flows through in two-week increments.

Now what we do, we don’t get in a room and fight every two weeks. What we do is we do quarterly roadmap landing, and those are presented at our Board of Management. So the Wilbur Board of Management includes the parent company and stakeholders from around the business.

Then we circulate the roadmaps. Some people can feedback if there’s something that they disagree with or they want to urgently Trump roti something. So it kind of goes through that cycle every 90 days or so.” – Mark Cohen

To view the full article by iTnews Digital Nation visit: https://www.itnews.com.au/digitalnation/australian-business-leaders-share-how-they-tame-prioritisation-battles-568619

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