New technology enabling national support for local recovery
A new COVID-19 inspired technology has been permanently deployed by Suncorp Insurance to strengthen its recovery efforts following a severe weather event.
Virtual claims assessment is a new concept enabling Suncorp to remotely mobilise its national network of claims assessors to virtually inspect property and contents damage and progress claims faster for customers.
Suncorp Head of Disaster Response and Event Claims Cath Stewart said the technology was first introduced during the pandemic as a result of social restrictions limiting teams from visiting customers’ homes and crossing borders.
“When COVID-19 first became a reality in Australia, many customers were still recovering from devastating bushfires and hailstorms,” Ms Stewart said.
Virtual assessments have allowed us to quickly scale up our team and kept things moving for our customers. Following the recent severe hailstorm in Brisbane around a third of home assessments have been completed virtually and the feedback from customers has been really positive.Suncorp Head of Disaster Response and Event Claims Cath Stewart
“The virtual assessment technology allowed us to progress claims and support customers while abiding by social restrictions and lock down measures.”
The technology allows assessors, based anywhere across the country, to connect with customers via their smartphone or digital device to assess the damage of their claim.
For large scale events, like what was experienced in Queensland earlier this month, the technology allowed Suncorp assessors based in NSW, Victoria and South Australia to work with builders on the ground in Brisbane to assess damage in real time.
“Virtual assessments have allowed us to quickly scale up our team and kept things moving for our customers. Following the recent severe hailstorm in Brisbane around a third of home assessments have been completed virtually and the feedback from customers has been really positive,” Ms Stewart said.
“Every year we refine and improve the way we support customers following natural disasters, and this year has been no exception. COVID-19 forced us to think differently and respond quickly to support our customers, and virtual assessments will remain a key element of how we respond in the future.”