Glenn Lucas joins as Head of Restoration

Claim Central is pleased to announce that Glenn Lucas will be joining the group as Head of Restoration, reporting to the Head of Property & Repair, Martin Maguire. 

Glenn will lead the group’s property restoration businesses, providing strategic business leadership to our existing restoration businesses, while at the same time, driving business growth. 

Glenn joins from Chubb Fire and Security, where he held a range of senior leadership positions over the 23 year period he was with Chubb. Glenn brings with him a combination of strategic, commercial, leadership and operational experience.

Best InsurTech Product/Platform winner

Claim Central Consolidated is proud to be named winner of the 5th Annual Australian FinTech Awards, for ‘Best InsurTech Product/Platform’, for our Virtual Inspections offering.

Greg Johnson, Head of CCC Distribution, accepting the award.

The 5th Annual Australian FinTech Awards celebrate the achievements of the dynamic people and businesses comprising the fintech sector. These Awards seek to recognise success in the FinTech sector in its many forms. 

The FinTech Awards brings together the influential, disruptive, collaborative and innovative companies that are changing financial services, and whilst this has been a very disruptive year financially due to Covid, we believe it is important to host the awards – in a Covid-safe manner of course,” according to Glen Frost, Founder of the FinTech Awards.

Now it’s its fifth year, the FinTech Awards has expanded to 21 categories, which reflects the diversity of B2C as well as B2B fintechs.

CEO: “You can’t automate or outsource the customer experience”

For Brian Siemsen (pictured), global CEO of Claim Central Consolidated (CCC), the benefits of conducting a claims process in a digitally-enabled manner were clear well before COVID-19 hit. Though insurers might have been generally aware of these benefits as well, the pandemic quickly made it clear that tools such as virtual inspections were now a necessity rather than a luxury, allowing CCC to flourish.

“The minute COVID-19 happened and insurance organisations began to settle on what their digital response was going to be, we experienced a huge surge in demand and use of our technologies,” Siemsen told Insurance Business.

“Even before COVID, insurers were turning to virtual inspections as a way to streamline operations, reduce costs and improve outcomes. In states like Victoria and Queensland, along with other countries including South Africa and New Zealand, we very quickly saw a huge uptake of our Virtual Inspections as a Service (VIaaS) offering among insurance carriers, brokers and other stakeholders in the market,” he added.

Read more: Coronavirus: Claim Central Consolidated expands offering amid “overwhelming” demand

Using the live video streaming and collaboration platform Livegenic, CCC’s VIaaS proposition can be used in property, motor, cyber, and business SME claims assessments. The company employs trained, remote desktop assessors who connect directly with policyholders to inspect and assess these claims, considerably reducing both expenses and the length of claim cycles.

In Siemsen’s view, the adoption of such virtual inspection tools points to the way in which “COVID-19 has simply accelerated the existing trend of insurers seeing the benefits of VIaaS for customer interactions and damage inspection.”

“I suspect that we won’t be going back to having predominantly physical site inspections, and so when we look at the willingness of policyholders and insurers to integrate virtual tools and even some of the real-time self-service opportunities that CCC offers, it becomes quite an exciting time to be at the forefront of such a trend,” Siemsen noted.

CCC isn’t resting on its laurels, however. The company is currently working on a number of digital solutions that will ideally enable certain mundane, repetitive tasks like data duplication to be minimised for brokers.

Read next: Claiming the future

“We’ve got some great partners in the broker space who are really looking not just to solve problems in the current environment, but to work out how they can use these tools that we’ve made available so that brokers and policyholders don’t have to go back to duplicating information and constantly dealing with administrative tasks,” he said.

One such tool that CCC is currently examining is virtual reality (VR), which Siemsen believes could be a gamechanger for claims processing.

“If you have the ability to capture a 3D, immersive walkthrough of a property that’s been damaged and can share this visual along the claims handling chain, it can potentially offer massive benefits for all parties involved by getting them all on the same page,” he explained.

“By bringing together the broker, loss adjuster, claim inspector, policyholder and so on, it’s much easier to agree on the best path forward for the customer. It’s clear that VR truly has the potential to improve claims outcomes.”

Though the advantages of VR are clear, Siemsen reiterated that “you can’t automate or outsource the customer experience.”

“There’s a lot of ways in which processes in insurance can be digitised and automated, and it’s something that we leverage to our clients’ advantage at CCC,” he said. “However, there has to be a significant element of human touch in the broker space, and the overarching focus needs to be on claim outcomes that best suit clients.”

Looking forward, Siemsen sees impending regulatory changes as one of the key challenges facing Australian insurers in 2021.

“It’s going to push significant levels of administration-based, regulatory-based and compliance-related activities down into supply and value chains,” he said. “Ideally, that’s going to be met with a level of innovation in regards to technology and automation, but if this doesn’t happen then we could definitely see increased costs coming.”

Podcast: A journey of people, platforms and perseverance

Turning a start-up into a successful company requires the ability to clearly identify customer problems and spotting market opportunities for growth. 

A conversation with a friend about eBay led Robin Roberson to found WeGoLook, which grew from mitigating risks around online purchases to helping assess property damage from natural catastrophes.

Robin joins Matthew on Podcast 112 to share her inspiring story on growing a new business, leveraging technology and her new role at Claim Central Consolidated. 

Listen now to learn about:

  • Switching careers and starting a company
  • Why start-ups need to shift and pivot
  • Finding the balance between people and tech
  • Cybersecurity and data protection
  • The challenges for female founders

A journey of people, platforms and perseverance

Matthew: Robin, I’m really interested to hear how you went from a broadcasting career to starting WeGoLook. What gave you the motivation to move from one area into another?

Robin: I worked for The Washington Post after college and learned a lot about different customers, the back end, the front end and what made them tick. I loved what I was doing, but after a change in my personal life I felt I needed to start my own company and have a flexible schedule. 

I started several companies and learned a lot about the automotive business from working with car dealership clients. Then a friend of mine was looking at a high-end projector on eBay but he wasn’t sure if the seller was real. I thought there had to be a service for that, but I couldn’t find a company doing it. I thought wow, this could be a great solution to a problem out there. 

I started WeGoLook to mitigate risk when buying something sight unseen. Then figured out how to create a large network of independent contractors that could be dispatched on demand to collect field data in the form of photos, video, etc. That’s how it all started.

Matthew: How did the company move from eBay purchases into claims? 

Robin: We’d focused on automotive and done some work for banks, but individual items like pinball machines, collectables, heavy equipment, were our sweet spots for individuals back then.

We had to shift and pivot. An important component of growing a start-up is listening to what customers need and spotting market opportunities. Superstorm Sandy made that happen for us. There was a large bank that needed a portfolio of properties looked at. We were able to go in with a FEMA certified looker, capture the information and submit it back. 

This was in 2012 and I still didn’t realise that insurance was where we needed to be. The kicker was a client introduction to one of the nation’s largest companies through an RFP process. That contract opened my eyes and I started learning everything I could about insurance.

Matthew: You had to find clients for WeGoLook, but you also needed to build a network of lookers. How did you find the right people? 

Robin: We looked for mobile notaries, process servers, people already independently going out to meet people and follow instructions. We also worked with military personnel during that initial push. We realised as we grew and our training modules improved that we could bring on retired people that had been professionals back in the day.

What’s fascinating now is that companies don’t have to build and maintain a network like that anymore. They can just connect to them. They have access to services like Uber, Lyft, Postmates and StreetDelivery, all via technology. It’s fascinating to see what we worked so hard to achieve can now be multiplied by leveraging technology. 

Matthew: What’s your view on the balance between technology and people? Are we still some way from technology replacing people for some decision-making choices in underwriting or claims? 

Robin: Today’s policyholders are much more apt to try to use the technology that’s provided to them by the carrier or a third party because they don’t want anyone coming to their home.

A combination of technology with people will always still be needed, but I do believe that technology will take over a lot of manual processes. People can then focus on more complex decisions or customer relationships. It’s hard to have a customer relationship with a phone, so that’s where people will be needed.

Matthew: You sold WeGoLook and are now running Claim Central Consolidated for North America. What does that software offer?

Robin: We’ve built an open marketplace to connect service providers and insurtechs. People will be familiar with Guidewire and this is very similar, but we’re adding the services component to it. It’s very affordable to clients of all sizes and we’re focused on those that are underserved as well.

We just purchased Livegenic, the video collaboration tool, and we can pair them with Hover for example and provide a service to the carrier. There are lots of ways to mix and match components and we have pre-bundled solutions as well. 

Matthew: What about integrations? Is it relatively straightforward to connect people to the platform? Or are there still challenges?

Robin: It depends on the customer and where they’re at on their digital roadmap. I can remember going to conferences four years ago and talking about API connectivity in the cloud and people would look at me with a blank stare. 

API connectivity is now expected for companies and that’s the way we want to work with people, but there are still companies out there that require a custom integration. 

Matthew: What’s the business model for Claim Central Consolidated? How does it make money out of the platform?

Robin: We aren’t charging anyone to be a customer. We’re monetising by collecting a fee from the providers. It’s like a referral fee for bringing them extra business. 

Some providers require a minimum volume commitment from an individual carrier or customer. We don’t do that, so companies can save money with us because they can pay per use of a product through the platform. 

Matthew: Are the providers validated? So, if someone uses one of your partners, do they know there’s been a level of due diligence?

Robin: We’re working primarily with vendors and service providers that we’re familiar with and that customers are asking for. We’re creating a formal process for companies that we don’t know or that are new to the market. There are a lot of roads still to go to make this as robust as we want, but we’ve made an incredible start and it’s very exciting. 

Matthew: Where are your customers coming from?

Robin: We have a fantastic pipeline. We’re channel partners with Aon and we’re looking at some other large distribution channels to help with exposure into the marketplace. We’ve also been able to leverage the contacts that we know. 

Leveraging insurtechs and multiple providers into one legacy system has been very difficult for some of the larger carriers, and it’s a problem that we’re tackling. 

Matthew: What do you see as being some of the most interesting areas evolving in technology and analytics for insurance?

Robin: Cybersecurity is very important. I’ve learned a lot about data tokenisation and there’s a need for all companies and carriers to protect their data, even with their third-party vendors.  Vendor platforms typically have access to carrier customer information, but by using TokenEx’s data tokenisation layer, a vendor never stores that customer information. If a company gets hacked, the bad guys don’t have any information. It’s all just numbers and characters.

That’s going to become more and more important because as we share more information across all these APIs, we have to protect it. We can do that by incorporating protocols into a cybersecurity policy that can easily be enforced.  

Matthew: The insurance industry comes under criticism for a lack of female leaders. There’s a lot more recognition of that need, but are things improving in your experience? 

Robin: It’s on the investment side as well. The major investment firms and private investors are typically male, so there have to be women receiving funding as well. 

I have seen more of a focus on female founders over the last few years. There has been research on how female founders typically have a higher success rate than their male counterparts – such as this one from Forbes. The Quesnay Female Founders in Tech programme has been great, there have been a lot more women involved in the speaking circuit and I’ve seen event coordinators working hard to include women. 

There are women out there making a difference in leadership roles. Martha Frye is an SVP at Nationwide, Lori Pon at The Auto Club Group, Cat Reese at Tower Hill Insurance. As we continue to see more and more women and hear their stories, that will have a ripple effect. We still have a long way to go, but we’ve made a lot of progress. 

Finder Innovation Awards 2020

Claim Central Consolidated is proud to be named a finalist in the 2020 “Best Insurance Innovation” category, for the Finder Innovation Awards.

Our recognition as a finalist for the Innovation Awards was based on our Virtual Inspections as a Service (VIaaS) innovation. Virtual Inspections as a Service (VIaaS) involves our remote desktop assessors digitally connecting directly with policyholders to inspect and assess their claims, using our live video streaming and collaboration platform LiveLogik.

The Finder Awards 2020 innovation categories celebrate the success of Australia’s most forward-thinking businesses. Given the difficult economic conditions, it’s more important than ever to acknowledge excellence and recognise creativity and impact across a range of industries from banking and insurance to technology, retail and travel.

The 12 innovation categories recognise improvements, new initiatives as well as innovative responses to the COVID-19 pandemic which businesses implemented in the 2019-2020 financial year.

Read more about the awards here.

Excellence in InsurTech- Winner

Claim Central Consolidated is delighted to be named the winner of the 2020 FinTech Australia Awards for “Excellence in InsurTech”, for our Virtual Inspections as a Service (VIaaS) offering.

Now in its fourth year, the awards give fintech startups the opportunity to be recognised for their work and innovation.

This award recognises the insurtech that has demonstrated the most innovative technologically enabled advances in the insurance industry. 

Claim Central Consolidated’s product/service Virtual Inspections as a Service (VIaaS) involves our remote desktop assessors digitally connecting directly with policyholders to inspect and assess claims, using our live video streaming and collaboration platform LiveLogik.

VIaaS meets every insurer’s need to ensure the safety of all stakeholders during and after the COVID-19 pandemic by removing the need for physical site attendance.

VIaaS allows teams to virtually inspect claims without the need for time-consuming onsite visits – saving time and effort for assessors, while also protecting customers through social distancing. Customers remotely connect with a desktop assessor to document the claim via LiveLogik, allowing the assessor to provide real-time guidance as the customer live streams the damage.

FinTech Australia CEO Rebecca Schot-Guppy said: “Despite the toll COVID-19 has had on our industry, the calibre of entries this year was outstanding.”

To view the full winner’s list click here.

About FinTech Australia

FinTech Australia is a national association for the Australian FinTech Startup community. Our vision is to make Australia the leading market for FinTech Innovation and Investment by working with both sides of Government, Industry and the Australian FinTech community to create a supportive environment and partner ecosystem in Australia and abroad.

FNO: InsureTech Podcast

Rob and Lee, from FNO InsureTech Podcast, talk with Robin Roberson, Managing Director – North America at Claim Central Consolidated.

Claims Central Consolidated delivers claims solutions at the intersection of technology and services to help operationalize improved customer experience. They have created an open ecosystem that offers networking of services and providers, to create a robust experience for customers. One connection, many possibilities.

Rob and Lee had the opportunity to talk with Robin and connect and discuss an assortment of topics.

Join Robin, Rob, and Lee as they discuss: what Claim Central Consolidated is and what they do; Robin’s experience and history with WeGoLook; what goes into the decision to sell a company, where things are heading in insuretech, some of Robin’s picks for great conferences to attend, and much more.

Listen to the full Podcast here

Virtual Inspections with The Australian Financial Review

Claim Central Consolidated was honoured to be recognized as one of Australia and New Zealand’s Most Innovative Companies. Coming in at 7th place on the Banking, Finance, and Superannuation list, from over 600 nominated organizations across Australia and New Zealand, this recognition is a testament to our commitment to innovation and excellence.

Innovation that sets us apart

At Claim Central Consolidated, we take pride in our commitment to pushing the boundaries of what’s possible in the world of insurance and claims management. Our groundbreaking innovation, Virtual Inspections as a Service (VIaaS), has been a game-changer in the industry.

VIaaS digitally connects insurance assessors directly with policyholders to inspect and assess their claims. This is achieved using a live video streaming and collaboration platform called Livegenic. This innovative approach has revolutionized the claims process, saving significant time and effort that was traditionally involved with on-site visits.

The impact of Virtual Inspections as a Service (VIaaS)

In a world that has been forever changed by the COVID-19 pandemic, VIaaS has proven to be a critical tool for insurers. By removing the need for physical site attendance, VIaaS ensures the safety of all stakeholders involved in the claims process. This adaptability and responsiveness to the needs of the industry in the face of a global crisis have been instrumental in our recognition as one of the Most Innovative Companies in the region.

Livegenic (formerly LiveLogik), the platform that powers VIaaS, has been used on over 150,000 jobs globally across various industries, including insurance, construction, engineering, property management, and manufacturing. Its reach spans Europe, North America, Asia, Oceania, and Africa, making it a truly global solution for insurance assessors and policyholders.

One of the most compelling statistics highlighting the impact of VIaaS is the remarkable 62 per cent reduction in average assessment time. This leads to more efficient claims processing and significantly improves customer satisfaction by providing quicker resolutions to policyholders.

A conversation with our leadership

To shed more light on this remarkable achievement and our innovative solution, CEO Brian Siemsen and COO Eben le Roux recently sat down with The Australian Financial Review. They discussed why VIaaS is a technological innovation and a key tool for delivering outstanding customer service.

Brian Siemsen emphasized that VIaaS “digitally transforms how we connect with our customers and assess claims.” This transformation is not only timely in the context of the pandemic but also aligns with the evolving expectations of policyholders who seek more efficient, responsive, and personalized service from their insurers.

Eben le Roux added, “Our solution empowers our clients to interact with their policyholders in a way that wasn’t possible before. It’s about delivering a superior customer experience while driving efficiency and reducing costs.”

A bright future ahead

Claim Central Consolidated is honoured to be ranked 7th among Australia and New Zealand’s Most Innovative Companies in Banking, Finance, and Superannuation. This recognition fuels our determination to continue pushing the boundaries of innovation and delivering exceptional value to our clients and their policyholders.

As we move forward, we remain committed to the relentless pursuit of excellence and innovation, ensuring that our solutions not only meet today’s needs but also anticipate tomorrow’s challenges and opportunities. We look forward to a future where insurance claims are processed with even greater efficiency and where policyholders experience a level of service that truly sets us apart in the industry.

Virtual Inspections as a Service (VIaaS): Revolutionizing Claims Management

View the full article HERE

Kenneth Knoll named Insurance Business America Rising Star

Kenneth Knoll, Claim Central North America’s Managing Director and Head of Product, has been named as one of Insurance Business America’s Rising Stars 2020. 

The Rising Stars list, names the up-and-coming professionals aged 35 and below, who are on track to becoming tomorrow’s industry leaders.  Insurance Business America narrowed the list down to 85 of the most talented young individuals who have gone above and beyond in the field. The latest report features the industry innovators and entrepreneurs who have truly made a difference by creating great insurance products and applying their expertise and unique strategies to their businesses. 

Managing Director and Head of Product
Claim Central North America

Kenneth Knoll has a history of solving business problems through product innovation. He is a former investor, managing partner and COO of WeGoLook, where he led market strategy, product innovation and operations through multiple hyper-growth stages, including expansion from the US into Canada and the UK and positioning the company for a successful exit to a global TPA in 2017. Prior to joining Claim Central North America, Knoll was CEO and co-founder of Goose & Gander, an insurtech-focused consulting firm. He is also a partner and board member for BuildArray.

“A significant portion of insurtech adoption to date has occurred in non-claims-related use cases that require minimal operational adaptation,” Knoll says. “I believe that is beginning to change. As existing platform ecosystems and marketplaces mature, we’ll begin to see increased interoperability that improves access to a combination of technology and services that delivers the promise of improved claims handling efficiency and customer experience.”

Read the Insurance Business article here

ANZIIF webinar – Managing claims in the post-covid world

Our Global Chief Executive Officer of Claim Central Consolidated,  Brian Siemsen, recently hosted an ANZIIF Webinar on the topic of ‘Managing Claims in the Post-COVID World’. 

Brian explains through the use of a case study, how businesses can successfully navigate the COVID-19 crisis and how to ensure claims teams can thrive in the world of change.

The COVID-19 pandemic has the potential to be the modern-day extinction event for some insurance processes in the claims space – while other more agile, tech-focused players will inevitably take their place. The industry is truly at an inflection point in how we manage claims in this remotely connected world.

On the demand side of the market, insurers have faced an influx of activity, from general inquiries to claims across multiple different lines. At the same time, the COVID-19 pandemic has required businesses to rapidly shift to remote working arrangements, prompting greater adoption of new technologies, and moving to cloud-based processes and systems.

The full webinar is accessible online for ANZIIF Members now ➡️