QBE Insurance Automates Non-Complex Claims
QBE Insurance Australia is now automating non-complex claims to ensure a faster recovery time for customers following a new Loss Adjuster partnership model forged with Sedgwick.
The insurer has successfully completed trialing a Property Decisioning Tool that can quickly determine the likely complexity of a claim, the repairs needed, and immediately engage the correct supplier to begin actioning the recovery within a much faster timeframe. The implementation of the tool has resulted in reduced recovery times for customers across non-complex claims, with the correct repairer or restorer able to faster respond to mitigate the loss, manage claims costs more effectively, and minimize any delays.
Aside from improved customer service outcomes, the tool will change recovery from 85% reliance on national builders to focusing on local and regional builders for both commercial and residential work.
“Our Property Decisioning Tool has enabled us to challenge the traditional claims model by automating non-complex claims, improving and speeding up the recovery process. This is another great example of how data-driven solutions can benefit the insurance industry and help bring customer experiences in line with current expectations. We know that today’s customer is seeking quality of service and speed of service – and both at the same time. Through our evolving in-house data and analytic capabilities, and exploring new industry partnerships to enhance this, we can ensure we are delivering on these customer expectations.” – QBE’s Chief Claims Officer, Jon Fox.
The partnership model with Sedgwick will focus on them being the primary partner on all types of property claims, with QBE contracting five other Loss Adjuster firms to maintain geographic capability and coverage.