'We can help with cat claims hold-ups': brokers

Brokers say that building delays and communication issues following natural catastrophe claims can be less painful if consumers work with an intermediary.

As insuranceNEWS.com.au has reported, a study by Melbourne researchers found that some claimants find the process of dealing with insurers more traumatic than the disaster itself.

As insurers work through more than 230,000 flood claims, the situation is being complicated by supply chain issues and a shortage of tradespeople. Building delays are common and communication can be challenging.

MD at AJ Insurance Services Joe Daley, based in Glenmore Park NSW, says while brokers and direct customers are both affected by the issues, brokers can make a big difference.

“From insurer delays due to claim volumes, assessment delays due to claim volumes, trade delays due to stock availability and workloads, as well as staffing issues, we are all in the same boat,” he told insuranceNEWS.com.au

“Where a quality and proactive broker makes the difference is in accountability. Being accountable to our customers ensures that we endeavour to hold the rest of the moving parts of the claim accountable.

“Consistent follow ups, understanding the insurers and the products that we are working with and how to get the most out of all parties throughout the claims process delivers a far more streamlined approach to the end consumer, allows them typically one point of contact (the broker) and most importantly, alleviates the stress of managing the claim for the consumer, as they already are dealing with the loss and destruction of their premises.”

Gallagher Head of Claims Adam Squire says brokers help clients by “owning the issue”.

“Brokers know who the decision maker is and can gain access in a way a direct client cannot,” he told insuranceNEWS.com.au.

He says clients are able to talk to their brokers for “guidance and reassurance”, and brokers don’t usually use automated emails to update clients – “you will speak to a person”.

“Brokers have trained claims professionals who have a deep knowledge of policy wordings,” he says.

“They are able to mount an argument that a direct client would have to probably pay a lawyer for. Claims are often paid or offers increased from what the insurer’s original position was as a result of the broker getting involved.

“Brokers will also proactively push insurers for their client for things such as interim payments and innovative ways to settle the claim. Some insurers need prompting.”