QBE has invested in several initiatives to strengthen its claims handling functions in response to the 2022 record floods.

The insurer says the overhaul drew on insights gained from the floods, and is aimed at addressing delays, improving communication and strengthening risk management.

A property health check program has been designed to help triage a small number of complex residential property claims that may require more active intervention to progress.

The program involves a team of experts – including trade-qualified personnel and supply relationship managers from QBE – who will visit certain properties to conduct thorough assessments from both technical and customer perspectives.

“At QBE, we recognise the escalating impacts of natural peril events in Australia and the need for better preparedness both within our company and across the industry,” head of property claims Chad Vigar told insuranceNEWS.com.au.

“Through listening to and learning from the experiences of our customers during the 2022 east coast floods, we have gained valuable insights that have highlighted areas for improvement and enhancement in our claims processes.

“Insurance plays an important role in society and the economy around the world, so it’s important we are better equipped to manage future events effectively.”

Another initiative, “communications collateral”, aims to provide home cover customers with the information they need after a severe weather event. It includes flyers that explain key insurance terms and the role of suppliers, and process maps to aid understanding of the claims process.

“A key learning for us has been the importance of improving our communication with customers,” Mr Vigar said. “These easy-access flyers and communications collateral are designed to ensure that information is clear and readily available.”

The claims shake-up extends to commercial property. As reported, the insurer has trialled the use of geospatial technology to process claims from Cyclone Jasper, which struck Queensland last December.

“During the pilot, QBE commercial customers impacted by potential floodwater were triaged using the technology, minimising the need for hydrology reports, and helping to avoid delays,” Mr Vigar said. “Having access to geospatial data allowed us to respond more effectively on certain claims.

“We were able to assess the impacts immediately, enabling us to progress certain claims straight away, rather than having to wait for hydrologist reports.”