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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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.

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.

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.

 

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

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 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 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”

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