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QBE automates non-complex property claims

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QBE has introduced technology to automate non-complex property claims, allowing it to streamline operations and appoint Sedgwick as its sole principal loss adjusting partner.

The automated Property Decisioning Tool is one of QBE’s first data-driven products developed in house and brought into operation following a pilot.

“The new data and analytics tool allows us to quickly determine the likely complexity of a claim, the repairs needed, and immediately engage the correct supplier to begin actioning the recovery within a much faster timeframe,” a spokesman told insuranceNEWS.com.au.

It will drive a shift from 85% use of national builders to focusing on local providers for commercial and residential work, and reduces the reliance on external loss adjusting partners.

Crawford & Company, previously a principal partner with Sedgwick, will continue as one of five other companies contracted to maintain geographic capability and capacity.

McLarens and Charles Taylor will also continue to be contracted, while new arrangements will be made with YDR and Technical Assessing to supply specialist services.

The new process will not affect staffing levels, QBE says.

“It just means we can increase the number of customers we can service and also reduce the claim lodgement time, so the customer gets a better experience and the claims officer gets more time to think and act,” the spokesman said.

The changes come under QBE’s Brilliant Basics improvement program.

“We know that today’s customer is seeking quality of service and speed of service – and both at the same time,” Chief Claims Officer Jon Fox said.

“Through our evolving in-house data and analytic capabilities, and exploring new industry partnerships to enhance this, we can ensure we are delivering on these customer expectations.”