MAS, a mutual insurance provider in New Zealand, has introduced a new team of in-house motor assessors, aimed at speeding up the claims process for motor vehicle incidents.
This move is in direct response to member feedback, which indicated a need for faster and more streamlined claims handling.
Previously, total loss claims were outsourced to third-party assessors, often leading to delays that could range from eight to 34 days.
The newly formed in-house team is expected to reduce these processing times significantly.
MAS chief general insurance officer Chris Sutherland said that this shift will allow members to experience a smoother, more efficient claims process.
“Having in-house expertise means members have the convenience of an even smoother claims experience with more support at each step,” he said.
He noted that the in-house team will have more control over the process, which should lead to quicker decisions on both motor repairs and total loss claims.
The in-house assessors also bring substantial industry expertise and maintain relationships with certified repairers, ensuring that members have access to highly skilled technicians and quicker repair times.
In one instance, MAS resolved a total loss claim in just over four hours – significantly faster than under the previous system, which relied on third-party assessors.
The introduction of MAS’s in-house motor assessors comes at a time when rising car insurance premiums are leading many New Zealanders to reduce their coverage.
According to a survey conducted by Interest.co.nz in March, many drivers are shifting away from comprehensive insurance and opting for more basic coverage options, such as third-party or third-party, fire, and theft insurance.
Data from Statistics New Zealand showed that insurance costs overall rose by 14% in the year ending March 2024. While this figure covers a broad range of insurance types, car insurance costs have become a significant burden for many households. Survey respondents cited the need to cut back on coverage due to financial pressures.
Despite the rise in premiums, more than half of the survey respondents – 51% – reported being satisfied with their insurance providers.
However, premium increases varied widely, with many reporting hikes between 20% and 30%, while others noted increases of up to 50%. These premium increases are partly driven by insurers’ efforts to recover from financial losses due to natural disasters, such as the Auckland floods and Cyclone Gabrielle.
In addition to introducing its in-house assessors, MAS has also launched a new brand campaign in partnership with the creative agency EightyOne.
This campaign, the first to feature video advertising, is designed to address financial concerns that might keep New Zealanders awake at night, offering reassurance through the company’s range of insurance and investment products.
Matt Harvey, MAS chief marketing and distribution officer, said the campaign aims to communicate MAS’s role as a mutual insurer focused on the well-being of its members.
“MAS is this wonderful little secret in the financial services industry that we want to share with more like-minded New Zealanders. We’re proud of our world-class service, premium products, and expert advice, and we look forward to welcoming more Kiwis into this great little mutual,” he said, as reported by Campaign Brief.
The campaign runs across various platforms, including cinema, online video, outdoor advertising, and social media, with a focus on providing peace of mind to members. It represents a new chapter for MAS as it seeks to connect with both existing and potential customers, offering solutions to help secure their financial future in uncertain times.
