Vero wins Mansfield Claims Award for the third consecutive year

By  Vero Insurance

Vero has won the Gold Mansfield award for claims excellence for the third consecutive year after scoring highest overall, while also taking the top spot in the SME Property and Casualty category for the second time.

Winners are determined using a combination of data from the Australian Financial Complaints Authority (AFCA) and surveys completed by brokers and other intermediaries, to crown the best in claims service.

Head of Commercial Property and Specialty Claims, Luke Whenman, accepted the awards on behalf of the team at an event in Sydney.

“We’ve been building on our strategy to deliver a Best in Class Claims service over a number of years and to receive this award is reassuring feedback on the progress we’ve made towards that vision.

“This recognition is a great boost to our claims teams, many of whom continue to work through the large volume of weather claims received in 2022. The severity and scale of these events were an unfortunate reminder of the importance of a responsive and adaptable claims experience.

“Looking ahead to 2023 and beyond, Vero continues invest in capability to ensure we have the right claims skills to make fast and accurate decisions, and in automation and digital processes to ensure the claim experience is efficient and seamless.”

Our very own Commercial Assessor, Natasha Blanch, also went home with a trophy after winning the inaugural Purple Mansfield award. A new category this year, the Purple Mansfield is described as the ‘humanitarian award’, recognising someone who has gone above and beyond when assisting with an insurance claim.

During the floods earlier this year, one of Vero’s large commercial customers based in south-east QLD suffered damage to one of their offices in Toowoomba. Natasha promptly attended the site, which is approximately two hours away from her home, and assessed the loss. She listened and supported our customer in a time when they really needed her help.

While this is a typical part of her role, this instance was special as Natasha had also been impacted by the same weather event and had been displaced from her home. She was living in alternate accommodation and dealing with flood issues, as her property was being inundated by rising flood waters.

Natasha selflessly prioritised the customer, putting their needs ahead of her own.

The customers were overwhelmed by her dedication, sending in the below following the completion of the claim:

“Throughout the whole claims process, Natasha has been extremally informative, knowledgeable, and compassionate given the stressful situation this has been. Natasha came out to a site visit (mind you, this was a round trip of about 4 hours for her) to listen to our concerns and drive the contractors in the right direction. Little did I know at this point that the floods significantly impacted Natasha herself. I only found this out through one of her colleagues. She continued to treat our claim in such a professional and empathic matter, given everything she had going on. People like Natasha are what keep the relationship between us and Vero so steadfast.”

This customer was just one of several customers who Natasha worked with during the event.

Natasha’s story is just one example of how the Vero team add the care factor when it comes to claims time.

About the awards

The Mansfield Awards were created to acknowledge the important work that claims does in rebuilding trust in general insurance and to reward those that do a top job.

Many people focus on price when it comes to purchasing insurance, but when a loss occurs what really matters is the coverage of the policy, if the insurer has the funds to meet your claim and the claims service provided. The issue for the typical Insured or Insurance Broker is how do you find out before you have a claim what the claims service is likely to be? That’s how the ratings came to life. Previous Winners - Mansfield Awards