A premium home insurance product deserves a premium claims experience
We are changing the way we assess damage in our Distinction home and contents policies to provide customers a seamless claims experience and proactive claims management from start to finish.
The new approach started in mid-September, and already a number of claims have been received and managed successfully with this process.
Claims management:
- All claims will be centralised, and allocation will be managed by one coordinator from the loss adjusting team.
- Claims will be allocated to an internal senior loss adjuster in the first instance. If a senior loss adjuster is unavailable, the claim will be sent to a pre-approved Sedgwick loss adjuster.
- Site visits will be our preferred assessment method. We will not use fast track or desk top assessments, unless it’s preferred by the customer.
- The customer can elect to have their preferred supplier/contractor complete the repairs, however they can also choose to have IAG’s approved suppliers/contractors complete the repairs.
- Following the building repairs, a post repair site meeting with the customer will take place to review the standard of work and obtain the final sign-off from the customer.
- Subject matter experts will be involved in each claim, who are trained on the Distinction product.
- We are committed to a faster turnaround time in our Distinction service level agreement (SLA)
- Claim allocation: Two hours from receipt of referral
- Initial contact: Two hours from allocation
- First site visit: Two business days from initial contact unless a later timeframe was requested
- First report: Two business days from site visit
