Claim Management
Back to Our ExpertiseCalm in a crisis, supportive in a loss.
At McLarens, we provide a forward-thinking, customer-focused claim handling service that augments people with technology.
Our aim is to elevate the claim experience by delivering an effective and efficient service for the policy holder, Insurer and other key stakeholders.
Customer Solutions Centre
The industry in New Zealand is changing and our clients each have different models and expectations of their service providers. For us, the Customer Solutions Centre (CSC) is able to respond to these different expectations and maintain a consistently high-quality product.
The CSC team is both our front line and the heart of our claim response. Taking notifications of loss, performing triage assessments, identifying the right resource to progress, or resolve, the claim while providing an exceptional customer experience throughout the life of the claim. Ensuring the right services are engaged with to resolve any technical needs.
The CSC focus is to connect the Insured with the appropriate service at the right time and to do so utilises our advanced claim management system, Centric and ConnectMe portals to manage a high level of delivery. The CSC is made up of a scalable team of dedicated claim specialists with extensive experience across varied claim products including Third Party Administration, Delegated Levels of Authority and Managed Funds and business process outsourcing solutions.
The Third Party Administration service incorporates advanced analytics capabilities, highly automated services, and seamless processes, from First Notice Of Loss through to settlement. Once the claim is under way, our easily accessible system provides customers with transparency to track the progress and interact with those involved as we manage their entitlements through to settlement or resolution.
Contact us on 0800 765 848 or find a CSC representative.
Twenty4Seven
As claim-triggering events can happen outside regular business hours, McLarens provides enhanced customer support through our unique Twenty4Seven service.
This service ensures immediate access to our experienced claims professionals, available 24 hours a day, 7 days a week. It combines skilled people, streamlined processes, and advanced technology to offer an after-hours virtual call centre, delivering fast and efficient solutions whenever and wherever needed.
Our knowledgeable team handles calls with expertise in products, policies, and processes. Their assistance ranges from arranging temporary accommodation and first-response contractors for damage mitigation and repairs, to offering guidance and support during the initial stages of a claim.
When paired with our Emergency Works Service, customers’ urgent needs are swiftly addressed. This not only helps reduce damage but, most importantly, ensures safety and support for the customer.
Emergency Works
Our Twenty4Seven service also allows us to undertake emergency works in a proactive and responsive manner, rather than waiting until the next business day. This significantly enhances the customer experience, reducing or eliminating the stress impact on them.
Prequalified health and safety trades can be appointed through our supplier portal, PartnerConnect, enabling immediate response to emergency situations. These services include, but are not limited to:
- Flood restoration
- Earthmovers
- Glaziers
- Locksmiths
- Towing companies
- Plumbers
- Builders
- Arborists
- Roofers
- Accommodation providers