Step 4: Respond

STEP 4: RESPOND CLAIMS HANDLING TIPS

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 As a broker, you’re in the best position to understand your client’s individual needs and ensure those needs are met.

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.

• 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. 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.

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.

Providing this context will help your client understand the process.

• Work collaboratively Brokers can help articulate their client’s needs to ensure the insurer provides adequate support that will help them through the process.

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.

NIBA GUIDES

Member Helpline: Tel: 02 9459 4300 niba@niba.com.au www.niba.com.au

National Insurance Brokers Association Level 11 20 Berry Street North Sydney NSW 2060

Allianz Australia Insurance Limited Level 12 2 Market Street Sydney NSW 2000

For the latest product news and information from Allianz, visit www.allianzengage.com.au/nibabrokerguide and connect with us on Linkedin.com/showcase/AllianzBrokerandAgencyAU

Allianz and NIBA gives no warranty and makes no representation that the information contained in this publication is, and will remain, suitable for any purpose or free from error.

To the extent permitted by law, Allianz and NIBA excludes responsibility and liability in respect of any loss arising in any way (including by way of negligence) from reliance on the general information contained in this publication or otherwise in connection with it.

YOUR THING IS UNDERSTANDING THEIR NEEDS. OUR THING IS COVER TO PROTECT THEM.

Allianz helps you support your clients with a range of insurance options for SME businesses.

We understand that every business has a unique set of challenges, so we offer a suite of flexible SME packages across business, office, trades and services, motor trades and more.

This helps you to provide your clients with the right protection, so they can get on with running and growing their business. It’s that simple.

To learn more about our SME packages, speak with your Allianz representative or visit allianzengage.com.au/smepackages

FLEXIBLE PACKAGES Cover options for a wide range of businesses

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