This article was produced in partnership with Vero
Making a claim is never part of the business plan – until it is.
The true measure of an insurer is revealed in the speed and care with which claims are resolved. For brokers and their clients, the claims process is the “moment of truth”—a critical juncture that can either reinforce confidence or erode relationships. As natural disasters become more frequent and customer expectations for service intensify, the pressure on insurers to deliver seamless, transparent claims experiences has never been greater.
"Our key role in claims is to deliver on the promise we make to our customer," said Kira Pellicano, head of commercial claims at Vero (pictured). "We work closely with our broker partners to ensure we can achieve the best results for their client, getting them back in business quickly."
Against this backdrop, Vero Insurance has once again set the benchmark for claims excellence, securing the Gold Mansfield Award for the sixth consecutive year in the broker-voted awards. Vero’s sustained success is driven by a combination of its people, enabled by technology, with broker-centric feedback loops, and a commitment to getting businesses back on their feet quickly. Its demonstrated that operational innovation and partnership are redefining what claims excellence means in today’s insurance market.
Aside from the Gold Mansfield Award, Vero was also awarded first place in both the SME Property & Casualty category (fifth consecutive year) and Corporate Property & Casualty category (first time).
"At Vero, our people are driven by purpose," said Pellicano. "The team are dedicated to providing support in the moments that matter most."
Pellicano emphasised that this extends beyond individual customer relationships to broader community impact. Small businesses serve as economic anchors in their communities, particularly during natural disasters. Getting these enterprises back to trading status quickly has ripple effects that extend well beyond individual claim settlements.
"We're really conscious of the fact that small businesses also support the community," Pellicano explained. "Especially during natural disasters and events, the quicker we can get those businesses back up and running, the quicker they can support the community."
Behind Vero's sustained success lies a comprehensive technology strategy designed to eliminate friction from the claims process. The company recently implemented automated email lodgement across its property and specialty divisions, allowing claim information to populate systems automatically.
"This program improves efficiency for our claims specialists, so they can focus on attending to next steps, as opposed to re-keying information into core systems," Pellicano said. The system generates claim numbers and responds to brokers within minutes, freeing advisers to concentrate on client support rather than administrative tasks.
Vero leverages Suncorp’s Disaster Management Centre, another step-change in meeting the challenges posed by catastrophes. The facility uses forecasting and modelling capabilities to plan resource allocation ahead of natural disaster event season, providing real-time visibility of risk exposure across geographical areas as weather events develop. The centre integrates geospatial mapping, real-time weather alerts, satellite and aerial imagery with artificial intelligence and emergency news feeds, to equip teams with the most relevant information to support impacted communities and customers across Australia and New Zealand.
In the motor claims space, Vero has partnered with repairers including Capital S.M.A.R.T and CARe Auto for small to medium repairs, who have implemented image-based damage assessment technology. This allows customers to photograph vehicle damage and transmit images directly to repair facilities before appointments.
"The repairer can begin quoting and ordering parts ahead of time," explained Nic Goodwin, Manager of Commercial Motor Claims at Vero (pictured). "We've seen examples where the repairer has been able to order parts, ahead of their booking."
Central to Vero's approach is its broker-first philosophy, which treats feedback as strategic intelligence rather than customer service data. The company surveys customers after claim closure and operates a separate feedback mechanism for broker partners.
"That feedback goes into a loop that is channelled through to the right people within our business," Pellicano said. "We look at every single piece of feedback, and provide an option for the broker or customer to select a response should they require a call back to discuss”
This feedback directly influences strategic direction within Vero's claims division. Broker partners conduct their own surveys within their networks, providing additional data streams that inform service improvements and resource allocation decisions.
"With our broker partners as key part of the voting process, the [Mansfield] win shows me that we are listening to their feedback and taking action with a strong focus on continuous improvement and relentless execution," Pellicano said.
Looking ahead, Vero's investment strategy focuses on human capability development alongside technological advancement. The company is implementing industry-recognised qualifications within its training programs while building artificial intelligence literacy across its workforce.
"Our people are our strength, so building strength in capability and fostering talent has always been a really strong focus for us," Pellicano said. The approach aims to be "human led and technology enabled," maintaining relationship primacy while leveraging digital tools to reduce administrative burden.
The company continues evolving its quick claims model, which streamlines simple claims processing. Early results show increased speed in claims resolution timeframes, with customer satisfaction surveys revealing strong correlation between service speed and satisfaction scores.
As Australia approaches another storm and flood season, Vero's disaster preparedness extends beyond internal systems to client education. The company is advising brokers to review coverage adequacy and sums insured, with particular attention to business interruption (BI).
"Look at the BI cover, both the coverage and the sums insured," Pellicano said. "Remember, this is often connected to the property damage cover that you have taken out and the perils that you have selected coverage for."
Practical preparation includes supporting clients to develop disaster management plans, maintain regular upkeep schedules for roofing and guttering, and ensure critical equipment and stock remain elevated above potential flood levels.
Goodwin emphasised the importance of collaborative planning between brokers and insurers.
"Stay connected with your customers, but also speak to your insurers about their event response plans," he said. "That way, if and when it does come to a weather event, we can work collaboratively to support both the brokers and the customers."
Vero's sustained awards performance demonstrates how technology investment and broker partnership can create sustainable competitive advantage in claims management. The company's approach treats claims not as cost centres to be minimised, but as opportunities to strengthen relationships and demonstrate value.
"Relationships are still absolutely front and centre of everything we do," said Pellicano.
This philosophy has translated into measurable outcomes, with a high volume of property claims being resolved rapidly due to streamlined processing for smaller incidents. For small businesses where trading interruption can threaten viability, this speed advantage becomes a decisive factor in adviser and customer loyalty.
Disclaimer:
This article is sponsored by Vero Insurance. The information is intended to be of a general nature only. Subject to any rights you may have under any law, Vero Insurance and its related bodies corporate do not accept any legal responsibility for any loss or damage, including loss of business or profits or any other indirect loss, incurred as a result of reliance upon it – please make your own enquiries.
Insurance issued by AAI Limited ABN 48 005 297 807 trading as Vero Insurance (‘Vero’). Read the relevant Product Disclosure Statement and Policy Wording before buying this insurance. Go to vero.com.au for a copy. Target Market Determination also available. Limits, conditions and exclusions apply.
