Lumley will cut up to 20 claims and underwriting positions as it implements plans to centralise operations.

CEO John Nagle says the operational changes to its claims and underwriting functions are intended to “reduce duplication of effort across Lumley’s state teams and ensure more national consistency in service delivery for our customers”.

Mr Nagle told insuranceNEWS.com.au staff have been consulted and “we have confirmed with staff which roles have been made redundant”.

“As we are still working through redeployment opportunities we cannot confirm the final number of impacted staff. However, we have closed off approximately 20 vacant roles and we have an expectation that a similar number of redundancies will follow.”

In an email to brokers, Mr Nagle has outlined plans to introduce new national underwriting teams from this month.

Under the new system, my.place@Lumley referrals will be handled by dedicated product teams in Sydney, Melbourne and Perth, and industrial special risks and casualty placements will be handled by teams in Sydney and Adelaide.

“Complex and specialised risks that require local knowledge and insight will continue as normal, with customers speaking to an experienced underwriter in their local region,” Mr Nagle said.

In its claims area, the insurer will establish new national claims “centres of excellence” to manage all property, marine, accident and health, engineering and casualty claims.

These centres are in addition to existing claims centres which handle heavy motor, mobile plant, bodily injury and long-tail liability claims.

Lumley will also establish new motor claims lodgement centres in Sydney and Perth, with motor claims processing to be carried out by specialist motor claims teams in Sydney, Melbourne and Perth.

Mr Nagle says these centres will offer “extended hours and consistent delivery from our revamped repairer network”.

“There will be no change to how you currently lodge claims with us as we will direct your notifications to our lodgement centres or handle them on the spot.

“Our aim is to ensure greater efficiency and national consistency in our services.”