Thank you to our broker partners for trusting us to deliver the products, resources and opportunities to help customers protect what’s important during 2020, says Jason Clarke, QBE Australia Pacific Chief Customer Officer, Commercial Lines.
“Thanks also for getting behind our COVID-19 support measures. You helped support thousands of customers facing disruptions and changes this year.” Read more about our COVID-19 support measures.
A year like no other
“COVID-19 has affected us all. It’s made me think about some of the things I am grateful for, such as family, friends and more meaningful personal relationships,” says Clarke.
“I celebrated 30 years with QBE this year and this past year has really reinforced my love of the insurance industry. It’s an industry that cares about people and has been able to weather so many unexpected challenges.”
You’ve spoken and we’ve listened
Clarke says he’s enjoyed listening to broker feedback. “NPS is telling us we’re making progress and that we’ve partnered with you for success through the support of our BRMs and our events and resources.
“But we know we still have opportunities to do better. We’ll continue to focus on our underwriting processes, make our risk appetite clearer and continue to work at improving our service levels.”
Here at QBE, we’re looking towards the future and our plans to grow the business and improve the ways we work together, says Clarke.
“While we know that rate changes are a reality of where we are in the insurance cycle, we’re focused on growth and working with you to find exciting new opportunities,” he says.
We’re also progressing our plans to further improve broker connectivity and unlock more efficiency.
“On a personal note, I know our teams have missed spending time with you this year,” Clarke says. “All of us are looking forward to finding opportunities for even closer relationships next year.”
|Spotlight on our claims approach|
There’s no doubt this has been an eventful year, says Jon Fox, QBE Australia Pacific Chief Claims Officer.
At QBE and as an industry we’ve responded to bushfire, storm and hail events, and with a La Nina weather pattern now active in Australia, we’re likely to see more catastrophe events arrive this summer, he says.
“We know our customers rely on us when things go wrong, especially during CAT season,” Fox says. “I’m pleased we’ve now finalised 94% of bushfire claims, which includes finalising 90% of destroyed homes.”
Our claims strategy is built on using digital innovations to make it quicker and easier for brokers and customers to lodge claims in order to increase our operational excellence, Fox says. This is supported by our program of supplier excellence.
“Our new online digital claims form allows you to lodge COVID-19 related Business Interruption claims in minutes.
“Another example of digital innovation is our property triage tool. It’s led to a 16% reduction in the time taken for work to commence and a 23% reduction in the time taken for completion.”
We’ve also delivered innovations that make a difference in the People Risk claims space, says Fox, including through our approach to telehealth services which has facilitated more than 15,000 consultations during 2020.
Our new MyRecovery service uses AI and machine learning to triage claims and in some cases pre approve some limited services.