STEP 4: RESPOND
CLAIMS HANDLING TIPS
As their broker, you can play an important role by working closely with their insurer in securing emergency accommodation and financial assistance in the interim period.
AFTER AN EVENT • Talk your clients through the claims process Ensure your client knows what to expect from the claims process and manage their expectations in relation to timeframes.
Catherine Troyahn, Manager of Claims Customer Relationships – Northern at Allianz, provides a checklist for responding to your clients' climate-related risks.
BEFORE AN EVENT • Confirm your clients have the appropriate cover
In total loss situations, the insurer will endeavour to settle the claim quickly. Partial settlements may take a little longer as the insurer establishes the extent of the loss. Identify the parties that are involved in the process of a claim, such as Loss Adjusters, Builders, Engineers etc. and outline the information your client may have to provide to the Insurer or any other parties involved in the claim.
As a broker, you’re in the best position to understand your client’s individual needs and ensure those needs are met.
Providing this context will help your client understand the process.
There are a lot of customers out there that don’t always think it could happen to them. The reality is, it can happen to anyone – brokers play an important role in communicating that.
Brokers can help articulate their client’s needs to ensure the insurer provides adequate support that will help them through the process.
• Discuss a strategy or action plan for possible scenarios It’s important for brokers to discuss how their clients can prepare for those worst-case scenarios. Those prepared with an action plan will potentially mitigate some of their loss. Encourage your clients to clean their gutters and remove any rubbish that could fuel a fire or become flying debris in a storm, for example. It goes without saying that your client’s safety and wellbeing is paramount, so it’s critical they evacuate when they need to.
• Work collaboratively
If the client is under insured, or an exclusion applies, brokers should contact the insurer and discuss how best to communicate that to the client. Working collectively as a team will ensure a much greater outcome for the client.
BUSHFIRE CRISIS • 23,362 claims • $1.9 billion in estimated losses since November 8
DURING AN EVENT • Ensure your clients’ needs are being met As we’ve seen in the recent bushfire crisis, climaterelated events can last for some time, meaning your clients may not be able to return to their properties for days, weeks or even months.
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*As at 14 February 2020
