Cerno has appointed Don McKenzie as Acting COO, adding to his Executive Director – Transformation role as the loss adjuster overhauls its business.

“We want to make sure the transformation delivers clear, measurable outcomes and is not just a theoretical exercise,” MD Tony Button said.

Mr McKenzie is also MD of Stream Group, which is integrating Cerno into its operations and is preparing to list on the Australian Securities Exchange next month.

He says Cerno has changed the way it handles claims and services clients and will create claims processing and support hubs through its Nexus program.

Mr Button says there will be some staff redeployment and voluntary redundancies as part of the transformation.

“This is not something we have entered into lightly, but we firmly believe we need to make some tough choices to make the transformation program a success,” he said.

QBE this year removed Cerno from its loss adjusting panel following a review of external services.