Arch Insurance Australia Claims Service Proposition Transcript

At Arch, our approach to claims is founded on integrity, empathy and collaboration with our brokers to deliver fast and effective solutions for our mutual customers.

This is underpinned by our five claim service principles.

We view speed across every phase of the claims life cycle as essential to meeting broker and customer expectations.

That’s from the first notice of loss right through to the payment of claims.

Our experienced claims handlers are empowered to make swift decisions, providing fast responses to claims inquiries whilst delivering ongoing communication with our brokers and ultimately ensuring prompt settlement of claims.

Insurance is a relationship business and we are committed to building trusting, effective and long lasting relationships with our broker partners.

We have a team of dedicated claim specialists who are approachable, easy to reach, and committed to addressing issues and exploring solutions collaboratively, even in the most challenging circumstances.

We’re proud of the breadth and depth of expertise and experience that we have here at Arch.

We have a team of claims handlers who are legally qualified and have a clear understanding of the markets and the nuances of our brokers and customers needs.

Our claims teams also work closely with our underwriters on policy issues and coverage matters prior to policy inception to help ensure that when a claim does arise, the best solutions are being delivered for our customers.

We take a customer first approach to our claims handling and strive to be pragmatic, inclusive and supportive of the policy holders perspective.

This means having a deep understanding of the nuances of individual claims, being mindful of our customers needs in order to resolve claims in the most efficient way.

We understand the importance of proactive and regular communication to share insights, manage expectations, and maintain trust.

When working with Arch, our brokers and mutual customers can expect prompt and succinct communications that are clear and precise.

Our claims handlers are on hand to discuss queries, whether that be in person, by e-mail or phone.