When It Matters Most: The Arch Approach to Claims

Our Australian Claims team brings together specialist expertise across 6 lines of business supported by Archers Global network and resources, which gives us both local market knowledge and international capability when handling complex or cross-border claims.

We’ve seen claims evolve from a back office function to a strategic differentiator in the market.

It’s no longer just about processing claims, it’s about how we deliver on our promises when clients need us most.

The biggest pain point for brokers is uncertainty during the claims process.

When they don’t have visibility into where things stand or what’s happening next, they can’t effectively support their clients through what’s already a stressful situation.

At Arch, we address this head on through transparency and proactive communication, keeping brokers informed at every stage so they’re never left in the dark.

Our service is built on a foundation of continuous team development, from entry level handlers to our most senior specialists.

We invest in deep technical knowledge through hands on experience and targeted training, which means we can provide clear, decisive guidance and clients need it most.

Whether that’s assessing a personal accident claim after someone has suffered an injury or sickness, or assisting with evacuation or repatriation of a client and their family from overseas, our team members are able to provide solutions.

Drawing on expertise to our policy holder, we’ve empowered our handlers to make decisions quickly, backed by their technical knowledge and authority levels.

That allows them to act decisively without unnecessary delays.

Ultimately, we deliver strong technical competence, but an excellent claim service is fundamentally about understanding people, listening and supporting our insurance through difficult situations.

When our clients have suffered an incident, be that property damage to their premises from a fire, storm or financial loss, we need to deliver assurances as to when we can get them back up on their feet as quickly as possible.

When someone calls with an issue, they’re under significant stress, so immediate response makes a real difference.

From there, it’s all about empathetic, clear and proactive communication.

We’re keeping updated on what we know and further information will be available, the next steps and we’re collaboratively to find practical solutions.

Our senior claims handlers get involved in tender presentations and key account meetings, which helps us develop an early and accurate understanding of client needs and risk profiles.

It’s about building trusting, responsive relationships with our broker partners from the very first conversation, ensuring they have a seamless experience whether they’re placing a risk or managing a claim.

Our first party team handles a broad range of claims across commercial property and exit and health, with a structure that ensures the right expertise is matched to each claim From the outset.

We’ve empowered our handlers to make decisions quickly, backed by their technical knowledge and authority levels that allows them to act decisively without unnecessary delays.

Ultimately, we deliver strong technical competence, but an excellent claims service is fundamentally about understanding people, listening and supporting our insurance through difficult situations.

This means giving clear, compassionate communication, not leaving clients in the dark waiting for answers and being available to discuss their concerns at all times.

Speed matters at every stage of the claims life cycle, from notification through assessment to settlement, because we understand that getting businesses back on their feet quickly isn’t just good service, it’s essential to their survival and recovery.

Our third party claims team brings together qualified handlers across multiple lines of business, including professional indemnity management, liability directors and officers, casualty and cyber.

All our claims handlers have years of expertise in their respective areas and the ability to navigate complex claims across different jurisdictions.

When someone calls with an issue, they’re under significant stress, so immediate response makes a real difference.

From there, it’s all about empathetic, clear and proactive communication.

We’re keeping updated on what we know, when further information will be available, the next steps and work collaboratively to find practical solutions.

The team holds legal qualifications and undergoes regular specialist training in emerging risks, ensuring we stay ahead of evolving exposures and can provide informed guidance on the most challenging claims scenarios.

The collaboration between claims and underwriting creates consistency and transparency in our messaging so brokers and clients receive clear, unified guidance throughout the entire claims journey.

It’s about building trusting, responsive relationships with our broker partners from the very first conversation, ensuring they have a seamless experience whether they’re placing a risk or managing a claim.

We’ve made significant improvements in our claims processes that translate directly into faster decisions and quicker settlements and have established A continuous feedback loop between claims product and underwriting, which means a lack of ambiguity effect claim time for our clients.

Senior claims handlers get involved in tender presentations and key account meetings, which helps us develop an early and accurate understanding of client needs and risk profile.