In this episode, we explore the essential topic of insurance claims with Emma Roberts, the Executive Manager for Claims Enablement at CGU. Emma shares insights into the claims process, the innovations being implemented to enhance efficiency, and the vital role of brokers in facilitating smooth claim resolutions.

Emma Roberts is an expert in claims enablement, dedicated to improving the claims experience for customers, brokers, and partners. With her extensive background, Emma provides a unique perspective on the claims process and how it can be optimised.

Key Topics

1. The Importance of Streamlined Claims Experience
   • Servicing claims efficiently is a critical aspect of purchasing insurance, underscoring the need to make the process as easy as possible for customers.
2. Simplifying the Claims Process
   • We focus on making it straightforward for customers to lodge and settle claims,
3. The Important Role of Brokers
   • Brokers play a key role in the claims process, providing essential information quickly to facilitate faster claim resolutions.
4. RAPID Claims Model
   • An overview of CGUs RAPID claims model, which streamlines the claims submission process via the CGU Broker Portal, allowing for quicker settlement.
5. CASI Tool
   • Introduction of the CASI (Claims Assistant Supporting Intermediated) tool, designed to enhance efficiency by providing quick answers to claims-related questions and supporting training for new staff.
6. Digital Enhancements
   • Discussion on various digital initiatives, including a predictive tool for assessing total loss claims, aimed at improving the speed and accuracy of claims processing.
7. Managing Large Volumes of Claims
   • Insights on how CGU manages large claim volumes during significant events, highlighting the increased use of digital tools by brokers to lodge claims efficiently.
8. Auto Allocation Tool and Windscreens
   • Introduction of an auto allocation tool for repairs to enhance the speed of assigning repairers and improving the overall claims experience.
   • Enhancements to the windscreen claims process

We highlight the importance of the Claims Portal for brokers and the benefits of RAPID claims, emphasising CGU's commitment to improving the claims experience through the adoption of new technology and efficient processes.

Resources

Read the CGU STRIVE Report 3.0

About CGU

For over 160 years, CGU has partnered with ambitious brokers to deliver exceptional insurance products and help bring peace of mind to their customers.

CGU offers our broker partners national reach, outstanding service and the financial strength that comes from being part of Australia’s largest insurance parent, Insurance Australia Group (IAG). Our value lies in its commitment to be the insurer who supports ambition of our broker partners and the customers we serve.

Visit the CGU website www.cgu.com.au

CGU recommends customers visit the National Insurance Brokers’ Association (NIBA) Need a Broker website to locate a trusted local insurance advisor.

Insurance issued by Insurance Australia Limited, ABN 11 000 016 722, AFSL 227681, trading as CGU Insurance.