In conversation with Tainui McGregor, First Party and Claims Operations Manager, we speak about her role, expansion of in-house claims offerings, and how Arch looks to differentiate its claim service.
Can you start by telling us about your and your team’s role?
I’m the First Party and Claims Operations Manager here at Arch Insurance Australia, having joined the company six years ago in a claims handling role. My primary role is to manage the claims for our First Party lines which include Property, Corporate Travel and Accident & Health (A&H). As we team, we aim to deliver a superior customer focused experience for our brokers and mutual clients, backed by technical experience, to ensure claims are handled as swiftly as possible. Our approach is to work collaboratively with our brokers to find the most informed solutions for our mutual clients, whether it be for a simple claim or the most complex.
You recently announced that all claims handing for Accident & Health has been brought in-house. Can you tell us a little more about this move and what impact it will have on your brokers and clients?
Yes of course. As we continue to grow our A&H portfolio, it’s important that our claims offering grows alongside this, so I’m delighted to have expanded our suite of in-house claims services into this line. We now have claims presence in both New South Wales and Victoria and the team have the expertise to handle all types of A&H claims. The move reflects our commitment to ensuring we provide a comprehensive and streamlined end-to-end service for our brokers and clients. Brokers will see an elevated service delivered more seamlessly, with fast-track processes and ownership of claims from end-to-end. It’s an exciting next step and I’m really proud to share that after only a few short months, this team has already earned a 4.5 star rating in the recent LMI Claims Comparison Ratings which is no mean feat!
How does Arch look to differentiate its claims service in this market?
It’s our people that sets us apart. There is a high level of trust within the team – our claims handlers are empowered to make decisions quickly and take ownership of claims from start to finish to ensure we maintain our high service standards. Our company values and Pursuing Better Together brand promise are embedded in our teams and are an essential part of our claims service proposition. At Arch we’re committed to going the extra mile, looking for ways to continually improve, supporting our brokers and clients and ultimately doing what’s right and delivering on our claims promise.
Are you surprised that your career path has led to where you are today?
In some ways. My insurance career path has always been in claims. There so many different areas of the role that I enjoy such as getting to solve problems, helping customers with their issues, improving outcomes, and contributing directly to the development of staff in my team. No two days or claims are the same, and it always keeps you on your toes. The part I enjoy the most is the element of surprise, and not knowing what could happen next.
What would your dream job outside of insurance be?
Being a claims manager isn’t living the dream?! If I wasn’t in insurance, I think I’d still be in a customer service role of some sort, but I would really enjoy working with animals. Animals are similar to claims in that you never know what will happen next!
Tell me something about yourself that others might not know?
A few years ago, I was on Wheel of Fortune in New Zealand for three nights and I won over $20k worth of prizes!