QBE Insurance is improving its claims support services, drawing lessons from the 2022 east coast floods and recent severe weather events.
The company has launched several initiatives aimed at reducing delays, improving communication, and strengthening risk management in claims processing.
QBE head of property claims Chad Vigar highlighted the importance of customer feedback in driving these changes.
“It’s important that we acknowledge and learn from every customer experience. Meeting with them, hearing their lived experiences firsthand, and knowing that we’re here for them in their time of need is crucial,” he said.
A major new initiative is the Property Health Check Program, which addresses complex property claims that need active intervention.
This program involves a dedicated team of experts, including trade-qualified personnel and QBE supply relationship managers, who visit affected properties for detailed assessments.
QBE head of property supply chain Dean Pracy said around 50 checks have been carried out since April.
“While this represents a very small percentage of our claims, the program has provided valuable insights for our overall claims experience – such as feedback on third party providers,” he said. “The process implemented through this program helps us to proactively identify and support claims that might require additional attention, ensuring we address complexities and delays effectively.”
The program uses a selection criteria and management system to prioritise claims based on urgency, with a focus on customers in temporary accommodation or those with significant losses.
“Reflecting on the 2022 floods, we know that some claims can be particularly complex or hit obstacles that are preventing the claim from progressing. These claims can often be prolonged beyond normal expectations, and we are keen to understand why,” Pracy said. “We recognise sometimes we don’t get it right, and we want to continually learn, listen, and take action to address where we can do better.”
QBE has also piloted geospatial technology in Australia to enhance the claims process for commercial customers affected by Tropical Cyclone Jasper in December 2023.
This technology allowed QBE to triage affected customers, minimising the need for hydrology reports and avoiding delays.
“Having access to geospatial data allowed us to respond more effectively on certain claims. We were able to assess the impacts immediately, enabling us to progress certain claims straight away, rather than having to wait for hydrologist reports,” Vigar said. “Our supply chain team could assess in real-time what resources and trades would be needed to respond effectively and carry out prompt repairs, which ultimately helped us get our customers back on their feet quicker than ever before.”
To better support customers during severe weather events, QBE has introduced new communication materials. These include customer flyers explaining key insurance terms and supplier roles, as well as process maps to clarify the claims process.
“A key learning for us has been the importance of improving our communication with customers. These easy access fliers and communications collateral are designed to ensure that information is clear and readily available,” Vigar said.
