Each event is unique and as calls are received and claims lodged, we can establish the size of the event and the impact on our customers. This information determines the scale of our response and the processes we’ll implement outside of our normal claims operating procedures. Depending on the severity of the event, our phone systems can offer customers call backs when phone wait times become extended due to significant call volumes.
When major weather events happen, our customers need to know we’re ready to help them when they need us most. At Allianz, we have processes in place for that rapid response when it’s needed.
Establishing the impact on our customers
Over the phone and online lodgements
Your customers have multiple options when they need to lodge a claim with us:
- Over the phone – your customer will receive a claim reference and the next steps as soon as lodgement has been completed.
- Online or self-service – depending on who has lodged the claim, you or your customer will receive a claim reference number within four business hours and confirmation of the next steps.
Where possible, online lodgement can be a quick way to lodge a claim, receive a confirmation with a claim number, and understand the next steps. This can help your customers avoid waiting in long telephone queues.
The motor assessment process
When a large number of vehicles have been damaged following a catastrophe event, we may decide with our PDR (paintless dent removal) partners that there’s a need for Motor Vehicle Assessment Centres in central locations in affected areas.
Customers will be directed to these centres with specific bookings to have their vehicle rapidly assessed to determine the repair pathway.
The benefit of the Motor Vehicle Assessment Centres is that we can arrange to have assessors, specialised repairers, conventional repairers, and consultants onsite to assess vehicles rapidly. This helps to provide customers with confidence in the claim settlement pathway.
The property assessment process
For catastrophe events that have affected a large number of properties, we immediately engage with our external providers, such as loss adjustors, to determine the customer’s loss and the next steps.
Following a catastrophe event, it’s possible that labour and material shortages or delays may occur. We’ll work to determine alternatives and work arounds to minimise impact on customers, where possible. Where this isn’t possible, we’ll maintain regular communication and transparency with the affected customers.
After assessment
Motor claims
Following the assessment of their vehicle at our Motor Vehicle Assessment Centre, or the customer’s repairer, the customer will know either:
- the date and location for their vehicle’s repairs, or
- where the vehicle has been deemed a total loss, the settlement amount (based on the vehicle’s market or agreed value per the customer’s policy schedule), or where the policy provides for it, whether they will receive a replacement vehicle if one is available in Australia at the time of loss.
Property claims
- In cases where emergency make safes are required, the customer will be contacted between 2 hours and 48 hours depending on the severity of their claim. This can often happen before an adjustor’s first attendance and assessment of the damage to the customer’s property.
- Once we have all the relevant information to make a decision, we’ll advise the customer of the next steps. This may include either engaging suitable repairers to proceed with works required or discussing settlement options with the customer if that’s their preference (or if repairs are not an option).
Additional resources
- For more information on how to support customers before, during, and after a severe weather event, visit the Allianz Weather Hub or contact your Allianz Account Manager.
Disclaimer
This article has been prepared by Allianz Australia Insurance Limited ABN 15 000 122 850 AFSL234708 ("Allianz"). In some cases, information has been provided to us by third parties and while that information is believed to be accurate and reliable, its accuracy is not guaranteed in any way.
Any opinions expressed constitute our views at the time of issue and are subject to change. Neither Allianz, nor its employees or directors give any warranty of accuracy or accept responsibility for any loss or liability incurred by you in respect of any error, omission or misrepresentation in this article.
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