Loss adjusters are seeking feedback from brokers on their performance in the claims process.

Australasian Institute of Chartered Loss Adjusters (AICLA) President Michael Collins says he is preparing a survey that will be forwarded to members of the National Insurance Brokers Association “seeking feedback on how we are performing and what we can do to improve our overall service delivery from their perspective”. 

He says the ultimate aim is a closer relationship between brokers and loss adjusters. This could help add value to a commercial claim by ensuring the claimant’s broker is kept informed.

Writing in AICLA’s newsletter, Mr Collins says close communication ensures the broker understands the processes the loss adjuster must follow and how the claim is progressing, “so they can manage and update their clients’ expectations”.

“It has been my experience that brokers are more than willing to assist loss adjusters in the claims process and are often able to progress a matter much faster through their knowledge of and relationship with their client,” Mr Collins says.

“Brokers also appreciate being kept informed of how a claim is progressing and on many occasions welcome the opportunity to be present at a site inspection or interview with their client

“It simply makes sense for the loss adjuster and broker to work together to make the claims process as seamless as the circumstances allow.”