Parts of Australia’s East Coast have seen almost one metre of rain, resulting in the flooding of hundreds of homes and damaging and cutting off roads. The floods have resulted in over 30,000 insurance claims and caused almost 30,000 people to evacuate their homes at the time of the disaster.
Claim Central has activated its catastrophe (CAT) response plan following the East Coast floods. We are well prepared to, and have already been, assisting the recovery of the damage caused by recent storm activity over Australia’s East Coast especially in the areas of Port Macquarie, Kempsey and Coffs Harbour.
Claim Central are ready and able to assist with any flood or storm impacted properties. Our team of frontline staff, property assessors, make safe trades, repair trades, restorers, and engineers have been deployed to the affected areas to attend to customers’ properties.
We have deployed additional resources in the most impacted areas to assist with the volume of claims, including our assessors from across the country. They are equipped with required technologies to ensure all information is captured immediately as we aim to bring normality back to people’s lives.
We hope that everyone affected is safe from the recent weather events in NSW.
As always, our emergency assistance team is also available 24/7 if there are any urgent requests.
If you require assistance, please contact us on 1300 743 673
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
When Claim Central Property is allocated to handle your customer’s claim and property repair, we ensure that we provide best in class service. Over the past eight months we have implemented improvement initiatives that deliver exceptional customer experiences.
In July 2020, Claim Central had a score of 8.12/10 for our average service rating feedback submitted by customers. As a result of the initiatives impact, we have seen an improvement to 9.4/10 in January 2021, indicating our industry leading service.
We constantly and proactively update customers at every stage of the claim and provide a point of contact for each step. We set clear expectations with customers at the very beginning of the claim and manage those expectations successfully through to final QA.
We monitor the quality of the repairs through repair supervision, site presence and the ability to virtually connect with the customer to conduct a customer and trade sign off on the final repairs. This is to validate and ensure customers are satisfied with their property repair and their lives can get back to normal.
The significant increase in our service rating score indicates the impact of our improvement initiatives that cover cost, quality, lifecycle and above all customer satisfaction.
Claims Central is pleased to announce Lux Ramachandran joins the team as Global Head of Risk, Compliance and Audit, reporting to the General Counsel & Company Secretary, Freya Smith. This newly created position reflects the increasing importance of risk governance and compliance across our global operations.
We are pleased that someone of Lux’s calibre will be stepping into this new role. Lux has extensive risk management and compliance experience across multiple industries and geographies and the right skills to ensure a sound and measured risk culture is developed and embedded as Claim Central grows it’s global operations.
Lux joins us from CBRE where she was the Global Lead for Risk, Compliance and Assurance for an Australian banking client account servicing their global workplace footprint across 30 countries. She brings more than 18 years’ risk management and compliance experience across IT, taxation, superannuation, securitisation, corporate trustee, wealth management, insurance, and commercial property.
Lux says, “Mastering the interconnectedness between various risk management disciplines and harmonising them with optimised customer-centric business processes and IT-enabled infrastructure will be a hallmark of successful companies in the immediate future”.
Glenn will lead the group’s property restoration businesses, providing strategic business leadership to our existing restoration businesses, while at the same time, driving business growth.
Glenn joins from Chubb Fire and Security, where he held a range of senior leadership positions over the 23 year period he was with Chubb. Glenn brings with him a combination of strategic, commercial, leadership and operational experience.
The 5th Annual Australian FinTech Awards celebrate the achievements of the dynamic people and businesses comprising the fintech sector. These Awards seek to recognise success in the FinTech sector in its many forms.
The FinTech Awards brings together the influential, disruptive, collaborative and innovative companies that are changing financial services, and whilst this has been a very disruptive year financially due to Covid, we believe it is important to host the awards – in a Covid-safe manner of course,” according to Glen Frost, Founder of the FinTech Awards.
Now it’s its fifth year, the FinTech Awards has expanded to 21 categories, which reflects the diversity of B2C as well as B2B fintechs.
Angus will provide technical support and training to Claim Central business heads and team leaders, ensuring the group successfully embed a best-in-class approach to our claims management practices.
Angus joins from Youi Insurance in Queensland, where he held senior leadership roles over the past four years in assessing, claims improvement, general insurance claims and most recently procurement. His earlier experience at Suncorp involved managing claims, operations, supply and on-site field operations. Angus has a deep understanding of the regulatory environment and is well known to many of the major insurers. He is also passionate about the importance of data analytics and the role of technology.