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Our Corporate team manages under deductible claims for many clients across industries such as retail, hospitality, leisure and cleaning. They benefit from outsourcing their portfolio of claims to us, adopting our early intervention customer care process. This is a far better solution than traditional delayed and costly claim management. It gives them more control of their claims situation and instead of dedicating precious and significant time dealing with claims – it frees them up so they can focus on their job.

Case study example

Proclaim commenced managing claims for a long standing client, a large property trust, 20 years ago. They remain an engaged and committed client. When we were appointed, an insurer was managing their claims and they had little control over their risk or their exposure.

The average cost of claims over $1 was over $15,000 that was in line with industry standards at the time but well outside our KPIs. Our client had no control over their risk; their shopping centre staff had no idea what to do in the event of an incident; and after any incident staff would just handball to the insurer, where it would get lost in a reactive process.

We worked with the client to improve risk management, incident response and the claim management culture. Designing claims forms was just the tip of the iceberg – we worked with the Trust to change their model to one of early intervention where the centre staff cared about the claimants and weren’t afraid to say sorry.

We also worked in tandem with them and their brokers at renewal in providing presentations to insurers on advances in their risk program.

In the first 10 years we completely changed their risk profile and results;

  • Average cost of current & finalised claims reduced by 60%
  • Average cost of all finalised claims reduced by 75%
  • Litigated claims < 5 % – down by 75%
  • Lawyers instructed including Qld PIPA claims < 10 %

Importantly – our client is now in control of their risk. As a result they have more options to self-insure at higher excess levels and can confidently compete in the insurance market for tight capital.  

Our experience is that our liability claims model can cut your average cost of claims by 40% or more – before you add the significant benefits from less time spent on problems with claims and the protection to your brand from better claim management.


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