Category: News

What if we told you there is a faster and simpler method of assessing non-complex property claims that benefit you, your customers and your staff?

Claim Central has identified and successfully operationalised a ‘virtual assessment’ stream for simple/noncomplex property claims that offer convenience to all stakeholders including policyholders and assessors delivering convenience and increased productivity.

Imagine a property assessor or estimator arranging a site assessment. They’ve received the claim and completed the triage and arranged for site attendance. They’ve scheduled the next available timeslot for the policyholder and assessor within the coming days.  The assessor reviews his calendar and the travel time between site visits, while the policyholder may arrange time off work, daycare for the children and or work in between that timeslot.

They perform the assessment, take a few pictures, and drive back to the office to complete the report and scope of works, then the claim is submitted to the client for approval in the following few days.

Let’s imagine this again, but with virtual remote assessments.

Envision a property assessor arranging a site assessment They’ve received the claim and completed the triage and arranged for a virtual assessment, within seconds, have sent the insured an SMS invite to access our virtual collaboration web-based portal.

The insured accesses the customer portal with a single click and, via live stream, collaborates with the desktop assessor, who guides the customer in real-time to create the report and scope of works.

All photos, videos, receipts, and other claim-related content are synced within minutes to the portal and safely stored for any time reference. The virtual assessment was completed within 20 minutes with no kilometres travelled, with seamless connection and most importantly time saving for both the assessor and the policyholder – customer convenience at its best!

How does Claim Central achieve this?

Claim Central’s aim is to provide the best possible claims experience for clients, customers, and staff no matter the complexity, size and or location. Claim Central’s ability to ‘think differently’ based on experience and feedback from clients, their customers and staff to then create new innovative processes to modernise old traditional methods.

The ‘virtual assessment’ process is a prime example of traditional vs. modern thinking. The traditional physical field attendance is what the industry is used to and for most suppliers is a regular practice. However, with virtual assessments, this unique offering powered by streaming video technology enables faster attendance for customers, increased productivity for assessors, and avoids needless delays on simple claims.

Traditionally field assessments take longer, provide little convenience to customers and, in rural and regional areas, can prove costly to insurers – not only in dollars but resources and their assessor’s valuable time.

A standard field assessment from the day a claim is lodged to the report submitted can take anywhere between 5-12 days.

With virtual assessments on straightforward claims can take 1-2 days and it’s been proven in cases   – even just hours.

Claim Central utilises a virtual collaboration software, Livegenic. Livegenic instantly allows the customers and policyholders to remotely connect and interact with a desktop assessor and instantly view damages, engage emergency services, and complete the assessment in real-time.  Not only a video streaming product, Livegenic has multiple digital customer self-service features such as digital signature and pay gateway that expedites claims to finalisation.

Virtual assessments have been embedded and operationalised in the Claim Central claims process for over five years, where Claim Central has isolated specific perils and damage types that fit the criteria of virtual assessments.

Claim Central not only has a stream to fast-track straightforward claims, provide exceptional customer experience, and save time and costs, but also guarantees the accuracy of scopes and reports for your claims.

Click here to learn more about how Claim Central utilise Livegenic. 

Ready to stop using the field assessments when the more accessible virtual approach is available?

Ready to try virtual assessments? Click here to get in touch with our team today. 

Claims are stressful, and the thought of lodging a claim can often be horrible.

It’s hard enough dealing with the aftermath of an accident or theft but having to go through the hassle of lodging a claim can be overwhelming.

Claim Central is changing the way your customers think about lodging their property claim. We’re a national property assess and repair service that has been operating for over 20 years. We have a team of experienced office and field professionals who work diligently on your behalf to get your customer’s homes back to normal with quality and speed as our key objectives.

Are customers satisfied with your other suppliers?

Claim Central Property managers property claims from lodgement, assessment through to final repair. We ensure that customers are treated pro-actively and with empathy. Our team of dedicated staff prioritise the customers result, we measure this at the final sign off stage at repair.

Claim Central has delivered consistent positive results for our clients ensuring final repairs acquire a virtual QA with the customer at the end. We ask the customer to respond with a rating between one and ten to let us know how we did. Over the past 12 months, Claim Central has consistently maintained a final customer service rating score of over nine. In our best month, we reached a score of 9.47.

The score is compiled from monthly ratings and averaged from all our responses. This score represents consistency and diligence within each step of Claim Centrals process.

How we achieved it?

We constantly and proactively update customers at every claim stage and provide a point of contact for each step. In addition, we set clear expectations with customers at the beginning of the claim and manage those expectations successfully through to the 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. Furthermore, it validates and ensures customers are satisfied with their property repair and their lives can return to normal.

The significant increase in our service rating score indicates the impact of our improvement initiatives covering cost, quality, lifecycle and customer satisfaction.

The bottom line is that Claim Central provides an excellent customer service experience. Our team is passionate about helping our clients get the best results for their customers, and we’re proud to have maintained a customer service rating score of over nine for the past 12 months.

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 Property offers mitigation and repairs across Australia & New Zealand through our highly regarded property trade network of 700+ vetted and performance-managed trades. Let us simplify your supply chain management and deliver great outcomes for your policyholders.

Whether you are an underwriter, broker, claims manager, contractor or builder, this blog will help you understand our trade network and why it is highly regarded.

Claim Central’s trade network for underwriters, brokers, claims managers and third-party administrators

To achieve consistent results and ensure our suppliers align with our clients’ vision and expectations, we apply various measures to achieve excellent outcomes, leaving the customer, supplier and client happy.

Onboarding and screening trades

When onboarding trades 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.

Trades on our network undergo screening to certify they meet our expectations. Once screened, they are inducted and gain an understanding of the expectations and commitment to Claim Central, our clients and customers.

Dedicated repair management team

Claim Central manages quality workmanship through our dedicated repair management team. Every mitigation and repair claim is managed by trained project managers that look after all parties in the claim, including the customer, supplier and insurer.

Supplier performance management

Our project managers analyse the supplier’s performance to determine their workmanship and quality. Through our live video collaboration platform Livegenic, our project managers view and monitor the progress of claims through video collaboration.

Click here to learn more about how a compliant trade network drives quality. 

Interested in accessing Claim Central’s highly regarded property trade network? Click here to get in touch with 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 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.

Over the past 48 hours, parts of New South Wales have been impacted by severe flooding conditions that have caused significant damage to communities. We understand and acknowledge how devasting these floods have 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.

We are prepared and have begun assisting the recovery of the damaged areas and communities affected by the recent floods.

Our team of frontline staff, property assessors, make safe trades, repair trades, restorers, and engineers are readily available for all catastrophe claims needs.

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 affected is safe from the recent weather event.

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.

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.

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.

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.

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.

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.

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.