Vero awarded Gold Mansfield Award for Claims Excellence for the seventh consecutive year
Published 20 Oct 2026 | Last updated 20 Oct 2026 | 6 min read
Vero has again been recognised for award-winning claims service, winning the Gold Mansfield Award for claims excellence for the seventh consecutive year.
This achievement reinforces Vero's position as one of Australia’s leading commercial insurers and reflects its sustained commitment to delivering exceptional claims experiences for brokers and their customers. The Mansfield Awards recognise insurers that demonstrate excellence in claims service, communication, responsiveness and customer outcomes, and the Gold Mansfield Award is the highest accolade presented at the annual event.
Vero also won the SME Property and Casualty award for the sixth year in a row.
Lisa Harrison, Vero’s Chief Executive Commercial & Personal Injury Insurance, said the award reflects Vero’s ongoing investment in the customer and broker claims experience.
“Our customers are at the heart of everything we do, and we’ve worked tirelessly to ensure businesses and brokers have the best possible experience come claims time,” said Ms Harrison.
“Claims experience is the true test of the promise our customers purchase, so to be acknowledged for claims excellence for a seventh straight year, is testament to delivering on that promise consistently.”
“With broker surveys being part of the judging process, the win is even more meaningful. Our broker partners are critical to how we get businesses back up and running at claims time, so we’re grateful this work has been recognised with such a prestigious award.”
Over the past year, Vero has continued to invest in claims capability, technology and service improvements to make the claims process faster, simpler and more transparent.
Recent enhancements have expanded eligibility for simple claims* by increasing the claim value threshold and including additional claims types, enabling faster resolution for a broader range of claims, while complex matters continue to receive specialist technical expertise. The duration of a claim for SME property claims has decreased year on year for the past 3 years. Vero continues to focus on small incremental changes, removing pain points and streamlining Simple Claims*.
Customer and broker feedback remains central to Vero's claims strategy, with satisfaction surveys and Voice of Customer programs used to identify opportunities, improve service delivery and strengthen outcomes across the claims journey.
Kira Pellicano, Head of Commercial Claims at Vero, said the award reflects the dedication of Vero's claims teams and their unwavering focus on supporting customers when they need it most.
"Every improvement we make is focused on delivering a simpler, faster and more supportive claims experience for brokers and customers. Whether that's streamlining simple claims, investing in new technology, enhancing our catastrophe response capability or acting on customer feedback, our goal is to provide confidence and certainty when it matters most."
"This recognition belongs to our claims teams across the country, who consistently deliver strong outcomes and continue to raise the bar for claims excellence."
Vero is also raising awareness and training to enable strong support for customers experiencing vulnerability.
Vero is focused on building claims talent, reinforcing a customer-first culture and strengthening broker partnerships through knowledge sharing, industry presence and claims-related learning. Vero continues to refine its processes and ways of working to help meet client expectations.
The award follows Vero's recent recognition as a 2026 Insurance Business 5-Star Claims Provider, further reinforcing its reputation for delivering industry-leading claims experiences and strong customer outcomes.
As Vero celebrates seven consecutive Gold Mansfield Awards, the focus remains on continuing to improve the claims experience for brokers and the businesses they protect.
Seven consecutive wins isn't the finish line. It's a reminder that expectations continue to rise, and so must we.
Looking for something else?
Check out these other Vero Speciality Lines products.
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Disclaimer:
*Simple Claims process applies to certain commercial property and specialty claims of up to $25,000 (excl. flood and motor claims) lodged online or by email and is subject to the provision of required information at the time the claim is lodged.
Insurance issued by AAI Limited ABN 48 005 297 807 trading as Vero Insurance. Read the Product Disclosure Statement before buying this insurance. Target Market Determination is also available. This advice has been prepared without taking into account your particular objectives, financial situations or needs, so you should consider whether it is appropriate for you before acting on it.
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