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.

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.

Get more consistent work as a Claim Central Recommended Supplier


Claim Central Property has developed one of Australia’s most regarded property trade networks for insurance mitigation and repairs. Our trade network is established through our high-quality and trusted property suppliers.

Claim Central is continuously onboarding and recruiting new contractors, specialists, builders, handymen, mitigators and restorers to join our network.

What does Claim Central look for when onboarding suppliers?

 

Claim Central seeks to deliver seamless and pleasant experiences for our clients’ customers, getting their lives back to normal as soon as possible. Achieving this would not be possible without strong partnerships with quality suppliers.

When onboarding suppliers 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.

What can you expect as a Supplier for Claim Central?

Secured payments

Claim Central offers security of payment to our trades. If you complete the work in compliance with our clients’ and our expectations, you will be paid for your service. You have the opportunity through demonstrated performance to grow your relationship with us and be on our highly regarded network – ultimately, receiving a stream of jobs as Claim Central allocates work to you on behalf of our clients.

Less admin using smarter technology

Claim Central utilises industry leading technology platforms throughout our claims management workflow. Using these technologies will save you hours of administrative work that is usually required to document insurance claims as a supplier.

Our quoting tool lets you see job related photos, measurements, and materials before submitting a tender price. This is all done within our easy-to-use job management tool.

Using our Livegenic platform offers video collaboration from all parties/suppliers throughout the claim, allowing you to upload your progress and completion for our team to approve.

Be supported by Claim Central

When joining Claim Central’s supplier network, you are supported by us throughout the entire job. In addition, we have dedicated teams to support you with any queries or concerns arising from the customer.

Our teams are friendly, skilled, knowledgeable and trained to assist you in creating the best possible experiences for our clients’ customers.

Materials discounts and other benefits

When joining our supplier network, you may be presented with the opportunity to work across a broad spectrum of the property claims management process including restoration, assessing and repair.

Claim Central also offers multiple discounts with reputable brands for all your material needs.

Testimonials

“It has been a pleasure working with Claim Central for two years now! The communication and support from the Office team is always transparent and first-class, alongside the user-friendly portals, which make a seamless process from tendering to completion! We look forward to working alongside Claim Central for many years to come!” – Edgewood Builders

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“I have worked in the insurance repair industry for over 20 years. In this time, I have received repair claims directly (from the insurance company) and indirectly (from an assessing company), with different claim life models used by the respective parties.  From my experience these models have generally fallen short of delivering the intended outcomes for the key stakeholders. Then I discovered Claim Central, who are different. Why? Because they have created technology platforms that encompass all the key stakeholders enabling a collaborative approach and transparency. Not only this but the Claim Central team have a great culture. I have found this approach has integrated my business with theirs, which allows us all to work as a team and allows me to concentrate on what I am good at, which is being a builder.” – Reinstate Building

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We are entering into the fifth year of working alongside Claim Central. In that time, we have found them to be a great fit for our business.

Their continued support and guidance when dealing with claims on a regular basis has been an invaluable part of achieving our business and financial goals. The technology and support that they give us in the form of technology has become an integral part of our day-to-day dealings with Claim Central. It provides us with invaluable information regarding each claim from the customer’s details through to an exhaustive description and run down of the scope of works to be completed.

To have access to the original assessment, videos and photos (as well as the invaluable ‘mudmap’) helps us immensely in achieving a positive outcome for all stakeholders.

The relationship we have formed with their Trade Relations Manager and Repair Supervisors could best be described as invaluable. The continued help, guidance and advice we receive from them on a regular basis is testament to the fact that we aren’t ‘just a number’ but we are a part of the continued successes that Claim Central achieve. I look forward to a long and working future together. – KYDE Quality Builders

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Interested in joining Claim Central’s highly regarded supplier network? Submit an EOI to our supply chain team by clicking 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.

 

86K for a Cure | Claim Central Consolidated

Our Mental & Physical Health is so very important considering our jobs are mostly sitting at a desk staring at a computer. Regular movement is vital for our bodies to remain in good shape, for our memories, energy, sleep, better moods, muscles & bones just to name a few.

For the month of March Claim Central Consolidated has registered for the 86km walk to cure Childhood Cancer.​​​​​​​

We are honoured to have our team participate in the Children’s Cancer Institute 86KM Walk for a Cure as 86 kids are diagnosed with cancer each month. The 86km walk raises money to support these brave kids and help find a cure for childhood cancer.

86 kilometres may sound like a lot but it’s less than 3kms a day for the month of March. The team got social with friends, family and colleagues & went for walks, runs, bike rides and swims.

Our staff picked destinations they hadn’t been to before, enjoying the beautiful landscape that surrounds us all.

Thanks for everyone that got on board, wherever you were in the Claim Central Consolidated world. We stayed connected, pushing each other to achieve the goal and sent in a photo’s our voyages.

If you can, please donate whatever you can afford to support this cause.

https://www.ccia.org.au/fundraiser/ClaimCentralConsolidated

Claim Central update on Queensland and New South Wales floods

Parts of south-east Queensland and areas of New South Wales have seen impact by severe weather and flooding that has caused detrimental damage to communities.

We understand and acknowledge how devasting this serve weather has 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.

Claim Central Property has activated our catastrophe (CAT) response plan following the severe weather and flooding. We are prepared and have begun assisting the recovery of the damaged areas and communities affected by the recent CAT event.

Our team of frontline staff, property supervisors, make safe trades, repair trades, restorers, and engineers are on standby and ready to help flood affected customers once it is safe to do so.

We have deployed additional resources in the most impacted areas to assist with the volume of claims. 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 in the affected areas is staying safe and follow the directions of emergency services as the wet weather continues.

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.

How to seek fair prices when selecting an insurance repair builder

No one ever plans to have a property related incident that results in loss or damage, but if they do, it is important that insurers help them get their lives back to normal as quickly and best as possible. Selecting the right insurance repair builder is a crucial step in the claims process in making sure that happens.

When it’s time to select contractors to repair the home, it is important that you get quotes from multiple businesses and compare prices of each.

As you are doing this, keep in mind that not all contractors are the same. Some may charge more than others for the same work or may offer lower quality repairs. So how can you ensure that you are getting fair prices for the repair?

Is the contractor licensed and vetted?

Ensuring the contractor is licensed and vetted before asking them to undertake any insurance repairs is crucial. Having a licensed and vetted trade lets you to know that the contractor is skilled in their acclaimed speciality – for example, a plumber, roofer, electrician, builder, etc.

Is the contractor aligned to insurance repairs?

Insurance repairs can be a bit different to private works and renovations. Customers’ emotions can be vulnerable, especially after a destructive event.

Choosing a builder or trade that is aligned to insurance repair work can take a lot of stress off claim handlers as they generally know how to manage customers in these situations.

Are the quotes you’re getting accurate?

Sometimes builders can overcharge you when quoting to fix damaged areas. Utilising an insurance industry-specific estimation software can give you insight into how much to expect when carrying out the repairs.

Having this information before receiving quotes can allow you to negotiate with suppliers to safeguard you and help get the fairest price possible.


How does Claim Central Property seek fair prices when selecting trades?

Competitive tendering

Claim Central’s trade panel are vetted and inducted through comprehensive training to understand expectations, technology and the industry demands.

The most prominent way Claim Central protects clients from unfair and overpriced works is through competitive tendering. Claim Central allows multiple suppliers to submit quotes through our industry-specific claim technology platform.

Competitive tendering allows us to select the most appropriate contractor for the repair job based on their costs and past performance, including repair quality and lifecycle length.

Alignment with reputable brands

Claim Central aligns our supply chain with reputable brands that offer discounts when materials are purchased with them. Offering this incentive to our contractors creates an added benefit to tendering on insurance repair jobs.

With these discounts in place, suppliers may also tender more competitively due to the savings on the materials.

Want to seek a fair price by accessing Australia’s highly regarded property trade network? Click here to 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.

Australia’s No.1 property assessing & repair services provider

Last November, Claim Central Property was named winner of the ‘Service Provider of the Year’ category in Insurance Business Australia’s 2021 Awards.

Claim Central Property was recognised for its ability to provide cost-effective property assessing and repair services for its clients. This is all thanks to Claim Central Property’s unique competitive tendering on repairs with trades and restoration technicians – as well as Claim Central’s technology offering, meaning better experiences for clients and their customers.


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Interested in learning more about Claim Central Property? 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. 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.

Prepared for CAT Season? Claim Central is.

Seasonal Catastrophic (CAT) events have a long and devasting history in Australia. These events can result in thousands of insurance claims through the CAT season from November to April each year.

Claim Central is prepared for the upcoming CAT Season is ready to handle an increase in volume of claims with our additional staff capacity and innovative technology platforms.

Our team of professionals are up-to-date on their training and can confidently help insurers navigate the inevitable surge in insurance claims.

Prepared for CAT Season?

How does Claim Central help you prepare for CAT Season?

Additional resources ready to go

Claim Central has additional resources ready for when CAT events strike. Having these resources prepared at hand allows us to deploy into affected areas as soon as possible to ensure the claim process starts swiftly.

Virtual Inspections

Virtual 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 significant time and thousands of dollars in claim costs.

Claim Central uses virtual collaboration and live streaming technology, Livegenic, to capture the right information at the right time for every claim.

With Livegenic, we capture the damaged property at the start, middle and end of a claim journey allowing accurate information to be collected from the beginning and throughout the claim.

Our trade network is also trained to utilise Livegenic to optimise our quality assurance through CAT season.

Click here to learn more about how Virtual Inspections can assist during CAT events.


Set expectations with staff during CAT surges

Setting expectations with staff before CAT season commences is crucial.

CAT events can cause a lot of devastation and loss, leaving customers exposed and emotions high. Delivering sensitive customer service by asking your team to put themselves in the insured’s shoes is crucial.


Case studies – proven results from previous CAT events

CAT 204 – Southeast Queensland Hailstorm

Claim Central 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.

To read the full case study, click here.


CAT 212 – NSW & QLD East Coast Flooding

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.

To read the full case study, click here.

Continue reading “Prepared for CAT Season? Claim Central is.”

What does the La Niña effect mean for you this summer?

Australia is well known for its severe weather conditions, from bushfires to flash flooding. But what exactly is this summer’s La Niña event, and how can you and your customers prepare if an extreme weather event occurs?

What does La Niña mean for you?


What is La Niña?

Unfortunately, La Niña also brings torrential rain, floods, and cyclones, all of which can negatively impact on businesses and communities.

On 23rd November 2021, the Bureau of Meteorology announced that “The current model outlooks suggest this La Niña will persist until the late southern hemisphere summer or early autumn 2022.”

 

What can you do to prepare for La Niña this summer?

If you are a property owner, you should be aware of the steps that you can take to prevent and reduce the risk of any damage La Niña can trigger.

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

  • 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 on 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 the 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 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.

COVID-19 update from Claim Central Consolidated

15 of December, 2021 – Claim Central Consolidated Property division update

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.

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

TAS

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.

05 August, 2020 

Update regarding the current COVID situation in Victoria.


Stage 4 restrictions have been announced for Melbourne Metropolitan, coming into effect from 11:59pm on Wednesday 5 August. Stage 3 restrictions will be put in place for the rest of Victoria.

Claim Central is committed to continuing to help your customers throughout this time, whilst also protecting our staff and trades.

Based on our current guidelines and detail, insurance assessments, repairs and make safes can continue as critical repairs to residential premises, where required for emergency or safety. All works will be completed with a COVID Safe Plan.

To ensure the safety of all customers, we have held briefing sessions with our assessors and trade/supplier network with a reminder of our COVID-19 policy and procedures, including a reminder to not attend any sites if they are unwell or have been in a COVID hotspot in the previous 14 days. We have also requested our assessors and trades/suppliers to contact customers as they approaching the residence.

We are currently conducting a review of all open jobs in Metropolitan Melbourne, and have/will be contacting the customers to ensure they are comfortable with continuing their assessments and/or repairs. We will also continue to ask customers about their exposure to COVID prior to any assessors or trades attending site. Should any customers request their repairs be placed on hold, we will work with them to arrange a suitable time once restrictions have eased.

Our priority during this time is to ensure customers are safe and secure in their properties, and protecting the health and safety of our customers, assessors and trades.

As this situation evolves, and further clarification is received, we will continue to update you.

If you have any questions in the meantime, please Matthew Lawrence at mlawrence@claimcentral.com.au .




09 April, 2020 


CCC continues to be very responsive and our Business Continuity Plan (BCP) continues to be executed with precision and rifle focus. COVID-19 continues to disrupt the industry and world, however we are committed more than ever to ensure our people, customers, clients and supply partners are considered in all our responses.

We want to let all of our clients and business partners know that as an essential service provider, we are operating in a business-as-usual capacity during the pandemic.

How we are responding with our TPA, property repair and motor repair services: 

  • We are in a ‘Business as Usual’ state after the Insurance Council of Australia confirmed we are deemed an essential service
  • Our BCP is 100% operational with the entire CCC workforce globally operating remotely (from home)
  • We are very pleased to report that that all phones, internet, hardware, infrastructure is in full surge and is coping with the load and performing
  • Phones have been operational and phone stats have been at an acceptable level with some spikes in call volumes being experienced across different parts of the day. We continue to provide phone reporting stats to the clients that request it. 
  • Productivity levels are being maintained and the team are really doing their part to support this response
  • We have offered family friendly shift timeslots for the staff with school children at home which continues to work really well
  • Scripting and process remains in place across all our property and motor lines to ensure we protect our people, our trades, our service providers and customers
  • Trades and suppliers – we are ensuring that all suppliers are adhering to government guidelines around social distancing etc to ensure the safety and comfort of your customers
  • We have also provided ‘authorised worker’ identification to our trade base to minimise any disruptions to their travel and site access
  • The cross functional team continues to catchup daily. This team is responsible for any rapid response requirements, will make clear decisions, monitor and take control of the situation
  • Our Global CEO Brian Siemsen continues to send out daily videos which focus on motivation, health & wellbeing, operational updates, performance updates and special announcements. These are proving to be very successful and keeping the staff informed.
From a tech perspective we’re also seeing a huge spoke in demand from our clients for our remote video assessing capability, including:

  • LiveLogik, our live video streaming and collaboration platform – the most feature-rich product on the market. LiveLogik allows us to continue on with assessing and customer visual contact if a property cannot be accessed (face to face)
  • We’ve also expanded our Virtual Inspections as a Service offering to cope with the huge surge in demand from insurers – VIaaS involves CCC’s remote desktop assessors connecting directly with policyholders to inspect and assess their claims using LiveLogik

We continue to remain 100% focused on delivering in this time where the industry is still responding to business as usual claims and the back to back CAT’s that we have experienced in the recent past.

Again we want to reinforce that we are pushing a ‘One Team’ mentality and as individuals we all have shared responsibilities, to our role, to each other as colleagues, to the business and to the Australian economy.

For further information on Claim Central Consolidated’s COVID-19 response, please contact Matthew Lawrence at mlawrence@claimcentral.com.au