QBE Adopts Innovative Claim Strategies

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The insurer has launched a bespoke property health check program tailored to manage a select group of complex residential property claims that demand intensive oversight. This new initiative deploys a team of experts, including professionally certified tradespeople and QBE's supply relationship managers, to conduct comprehensive evaluations, ensuring both technical and customer service aspects are meticulously addressed.

"We at QBE are aware of the increasing severity of natural disasters in Australia and the critical need for enhanced preparedness, both within our firm and industry-wide," stated Chad Vigar, QBE's Head of Property Claims. "Gleaning insights from our clients' experiences during the 2022 east coast floods has illuminated key areas for refining our claims procedures and improving efficiency."

Moreover, the insurer emphasizes that insurance is pivotal to societal and economic resilience globally, necessitating improved readiness for future calamities and potential claims volume.

An additional measure involves the creation of "communications collateral" intended to assist home cover clients after serious weather incidents. This includes informational flyers that simplify intricate insurance terminology and detail the roles of various suppliers, alongside process maps that clarify the claims handling trajectory for policyholders.

"One major takeaway for us has been the crucial role of enhancing customer communication," Vigar elaborated. "The new, easily accessible flyers and holistic communication tools are designed to ensure transparent and straightforward information dissemination." This feedback-oriented approach is directly influenced by customer interactions during the devastating 2022 floods.

QBE's initiatives extend to the commercial property sector as well. The insurer piloted the integration of geospatial technology in claims operations post-Cyclone Jasper, which hit Queensland late last year. This innovative approach facilitated more efficient triage for commercial clients impacted by floodwaters, curbing the dependency on slow-to-arrive hydrology reports and expediting the claims process.

"Our pilot program allowed us to use geospatial data to immediately assess claims without waiting for detailed hydrology analyses," shared Vigar. "This technological leverage enabled prompt action on specific claims, which helped reduce the typical processing delays."

The overhaul was informed by revelations from the catastrophic 2022 east coast floods, demonstrating QBE's commitment to leveraging cutting-edge technology and customer feedback for more resilient and efficient claims handling in the face of escalating natural disasters.

Published:Sunday, 14th Jul 2024
Source: Paige Estritori

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