Australia faces a host of different natural disaster threats throughout the year and brokers need to build solid relationships and remain proactive to help their clients through disaster, an experienced broker has said.
Cyclone Debbie, which tore into the Queensland coast in March, has so far caused insured losses is $897m from 56,135 claims, according to a recent estimate from the
Insurance Council of Australia.
Luke Phillips, managing director of Mackay-based Gardian Insurance Brokers, has seen a wide-range of claims come into his business since the storm and said that brokers need to remain on the front foot to help their clients.
“It is about being proactive and making sure you have contact information and relationships already established so you can actually take on the sort of volume of those claims,” Phillips told
Insurance Business.
Whether it be a cyclone, flood or bush fire, Phillips said that keeping clients informed is paramount. Before the storm hit, Phillips emailed clients important information to keep themselves and their businesses safe and in the storm’s aftermath, contacted clients to help speed the claims process.
Relationships prove key to helping clients through a major natural disaster, Phillips continued.
Brokers must have strong relationships with insurers, loss adjustors, claims assessors and their clients to ensure that claims are resolved as quickly as possible and help clients get back on their feet.
“As a broker, you just want to make sure that you have got relationships with assessors so that you can have a good conversation with them and say ‘these claims are a priority’,” Phillips continued.
Communication with clients is also key when highlighting priority claims.
Phillips noted that whilst most clients are understanding of delays during such a stressful time, keeping open lines of communication is key.
“Clients also need to be aware of how there are not enough assessors to get to you straight away, unless you are high priority,” Phillips continued.
“It is establishing what high priority is and what is not and having the process behind you to support you making those decisions and making sure your staff understand.”
Whilst cyclone season is winding down and bush fire risk is low, Phillips stressed that the job of a broker is not done.
Brokers should contact clients to ensure that they take steps throughout the year to ensure that their businesses and homes remain safe should disaster strike.
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