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Suncorp speeds up claims with commitment to virtual assessments

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Suncorp announced today it will permanently use virtual assessment technology following severe weather events to support claims processing.

The insurer says the decision follows the successful deployment of the technology during the recent coronavirus lockdown, when restrictions on public movements limited assessors from physically inspecting property and contents damage at insured sites.

“When COVID-19 first became a reality in Australia, many customers were still recovering from devastating bushfires and hailstorms,” Head of Disaster Response and Event Claims Cath Stewart said.

“The virtual assessment technology allowed us to progress claims and support customers while abiding by social restrictions and lockdown measures.”

Suncorp says the technology was most recently utilised to manage claims arising from last month’s hailstorm in Queensland. Around one-third of home assessments were completed virtually, with positive feedback from customers.

“Virtual assessments have allowed us to quickly scale up our team and kept things moving for our customers,” Ms Stewart said.

“COVID-19 forced us to think differently and respond quickly to support our customers, and virtual assessments will remain a key element of how we respond in the future.”