Our philosophy 

 

The connected claim experience

Everybody seems to share the same problems when it comes to insurance claims – lack of visibility, poor communication and very little connection to what’s actually happening in the claim. All too often, claim staff get so swamped with menial tasks and admin that the customer gets forgotten… and frustrated.

Insurx is different. As a customer-first TPA, our sole focus is to create a connected claim experience for customers, brokers and insurers. It’s all about providing more visibility and better communication.

Our philosophy of always putting the customer at the centre of the claims process is the foundation that creates the connected claim experience. And although we use leading-edge technology that is unique in the industry, if it’s not based on a solid foundation of a customer-first approach, we would simply be the same as everybody else.

Visibility

We help your customers feel part of their claim, giving them a variety of channels to access information through our people and technology.

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Communication

We provide simple, transparent, real time communication that keeps the claim moving and puts your customer at ease.

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Connection

Visibility and communication build trust with your customer - keeping everyone connected.

Visibility

We help your customers feel part of their claim, giving them a variety of channels to access information through our people and technology.

+

Communication

We provide simple, transparent, real time communication that keeps the claim moving and puts your customer at ease.

=

Connection

Visibility and communication build trust with your customer - keeping everyone connected.

Combining claim services with technology

We empower our people to focus on your customer as their number one priority – building the relationship, guiding them through the process and keeping the claim moving. It’s not just about our insurance expertise – it’s about walking in the customer’s shoes, showing empathy and finding a way to accept their claim.

And by automating simple processes and repeatable tasks, our leading-edge technology frees up our team to focus on your customer.

In the age of digital connection, customers are now judging service more critically – forcing insurers and brokers to lift the bar constantly. Our model gives us the flexibility to handle your claims, your way. So whether you need a service focus, or something more automated, we can tailor our solution to suit you.

 

Our 6 promises

Connected claims” is not just lip service – we hold ourselves accountable for providing the most connected claim experience possible. Our “6 promises for a connected claim experience” identify the practical steps we take to build that connection and trust with your customer.

Learn more about our 6 promises >

Employee and customer philosophy

Employee

We give each employee a sense of purpose and an environment for them to connect the importance of their role to delivering a service that matters to your customers.

  • Focus on the customer journey, the relationship with the customer and their unique needs

  • Enable employee decisions, empower our people

  • Visual management boards to track continuous improvement Initiatives

  • Technology only does so much, culture drives positive customer outcomes

  • Make a decision NOW to get the customer back to normal as quickly as possible

  • Challenge the ‘why’ of traditional claims processes

Customer

We deliver a connected customer service that focuses on the relationship with your customer and their unique needs.  We help your customer return to normal as quickly as possible with minimal interruption.

  • Challenge the process and dare to rethink what’s always been done – to improve your customer’s claim journey

  • Keep it simple – do only what brings value and what matters to the customer

  • No “gotcha” moments; rather “we’ve got you covered”

  • Have meaningful conversations with customers and re-build trust that has been broken in the industry

Sales & partnership enquiries

Matthew Lawrence, Head of Partnerships

© 2019 Insurx Pty Ltd