Pay excess

What factors ensure a quality assessment when a claim is lodged?

Leaf Ahern, Claim Central Property’s National Assessing Team Leader, recently reflected on his four years within the Claim Central team.

Leaf comes from a construction background and has worked in construction most of his working life. Leaf joined Claim Central Property as a Field Assessor where he gained experience in insurance and policy coverage across multiple clients.

Leaf then transitioned to the Claim Central broker lead team at its inception two and a half years ago. Due to the difference in handling broker lead claims compared to traditional claims, he was assigned to manage claims end to end from lodgement, through to repair while being the single point of contact for the broker.

Leaf’s experience in the industry continued to grow when he moved to the Major Loss and Complex Claim team. Here Leaf worked shoulder to shoulder with our trade partners to measure quality, speed, cost and ensure customers’ expectations were met with their property repair. In this space he gained significant experience and knowledge about customer expectations

Leaf’s experience and knowledge of both construction and the insurance industry led to his new career move as Claim Central’s National Assessing Team Leader. His role involves managing the quality, KPIs and overall efficiency of the assessing division.

“Another crucial part of my role, is to take direct feedback from clients on Policy, building codes or any change in procedures – it is my responsibility to ensure our field team is fully aware, trained and delivering on these changes” Leaf commented.

What factors ensure a quality assessment?

Leaf believes that setting and managing the customers and client’s expectations must be transparent.

“We are a customer first focused team, and we ensure to provide certainly and set clear expectations for customers during the claim process”, says Leaf.

The ability to submit reports and quotes from site is a huge benefit to our customers, we get to show the damages and next steps from our tablets on site to ensure they are part of the journey from day one. In addition, our virtual video tool Livegenic, which our desktop team utilises on simpler claims plays a huge part of delivering the ultimate claim experience of – virtual attendance, submission and claim decision in one day.

Proactive communication is also a vital component to ensure a quality assessment. When a customer is informed at the start of their claim process it provides them with some clarity that their claim is in good hands.

“In terms of quality, there is no secret that this business has improved significantly over the last 9 months. One of the areas we improved is in the variations space where we have seen reduction of 20% in our variation occurrence percentage which keeps us ahead of the rest.”

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