The McLarens Way

The McLarens Way

The McLarens Way has been developed as a set of performance standards that put a consistent framework around expectations.

We took the individual standards of all of our Insurer clients and our goal was to exceed all, so we made our target tougher.

We call that The McLarens Way.

Barriers to achieving/exceeding service standards are not all about human behaviours. To this end, our systems and processes are also focused on supporting our people to succeed. The embedding of The McLarens Way time frames into our Claims Management System ensures that our achievement to these standards is as transparent as everything else that we do.

Best Practice

We know that our delivery of good decisions, based on our extensive expertise and exemplary customer care and service standards, will protect the balance sheet.

So, whilst technology does have an important role to play in providing an enhanced customer experience, we recognise that our commitment and expertise in claim-handling have to - and will - be the foundation from which we deliver an exceptional customer service.

To achieve that, we have developed a set of Best Practice guidelines, which we adhere to and which underpin our assurance that we will provide a consistently excellent technical claim management service.

Our Best Practice guideline can be adapted if needed through collaboration to ensure your own needs and claims philosophies are implemented and properly reflected through all aspects of our service delivery.

Health and Safety

We have a robust and comprehensive health and safety policy that ensures full compliance with the Health & Safety at Work Act 2015 and are currently qualified through SiteSafe and CM3.

McLarens also has a comprehensive Contractor Management Programme, which ensures every contractor we appoint to undertake remedial work is vetted, or has been pre-vetted by another approved company, through our Health & Safety pre-qualification. We also provide ongoing practical support for every job our contractors undertake for our business.

The core aims of our health and safety philosophy are:

  • No business objective will take priority over health and safety
  • All incidents are preventable
  • Whilst management has ultimate accountability, we all have responsibility for health and safety
  • All personnel have the responsibility to stop any job they believe is unsafe or cannot be continued in a safe manner.

Privacy, Data & Compliance

McLarens is dedicated to the protection and reliability of our client data. We adhere to a strict policy to ensure that the security and privacy of our client’s data meet the standards of our industry, our clients and our company.

We comply with United States, United Kingdom and local Anti-Money Laundering legislation with ASB Bank providing our compliance and auditing processes. We manually check that all local businesses we deal with are registered with New Zealand Companies Register and show verification of accounts before any payments are completed.

We take privacy seriously and are committed to the protection of our clients rights in accordance with the Information Privacy Principles, as set out in the Privacy Act 1993.

We have comprehensive training modules around our obligations under the Privacy Act which are issued to all staff. When it comes to potential breaches, requests for information and correction of information regarding our claimants, we have robust processes in place.