Manage a storm damage claim

What is going on

Redgum Landscaping's depot roof and two trailers were damaged in a storm on 2 September. The claim, register entry IN-26-0142, is under assessment with an insurer inspection booked for 15 September. The client has sent photographs and two repair quotes totalling 47,500 dollars but no proof of ownership for the trailers, and the owner wants to start roof repairs now because rain is forecast. The policy has a 2,500 dollar excess, a condition requiring the insured to take reasonable steps to prevent further loss, and an exclusion for damage caused by lack of maintenance. The insurer has asked whether the roof had been inspected in the last two years.

Your brief

Manage the Redgum Landscaping storm claim under the Insurance Claims Handling Procedure: check the policy wording, obtain the missing documents, advise the client correctly about temporary and permanent repairs before inspection, prepare for the assessor's visit, respond to the insurer's maintenance question with evidence and keep the Insurance Policy and Claims Register current at every step.

Work through it

You do not need to do it all. Doing a few of these will show you what the work is like. Your ticks and notes stay on this device.

• Read the Insurance Claims Handling Procedure and the policy wording for property and trailers, and note the excess, the prevention of further loss condition and the maintenance exclusion.
• Write to the client explaining what temporary repairs they can make now to prevent further loss, why permanent repairs must wait for the inspection and what evidence to keep.
• Request proof of ownership for the trailers and any roof maintenance or inspection records, explaining why the insurer needs them.
• Prepare a claim file for the assessor's visit with the statement of events, photographs, quotes, ownership evidence and the policy schedule.
• Draft the response to the insurer's maintenance question using the client's records, and identify the risk to the claim if records are incomplete.
• Record every contact with the client, insurer and assessor in the Insurance Policy and Claims Register with dates and outcomes.
• Prepare a short briefing for the Insurance Broking Manager on the likely settlement, the excess and any part of the claim at risk.

What someone in this role would produce

• Client advice letter on repairs and evidence
• Assessor inspection file
• Draft response to the insurer's maintenance question
• Updated register entries and manager briefing