Vero wins Mansfield Claims Award for the fourth consecutive year
Vero Insurance has once again been recognised for its exceptional claims service, winning the prestigious Gold Mansfield award for the fourth consecutive year. The award reflects Vero's commitment to excellence in claims handling and customer support. Additionally, Vero has secured the top spot in the SME Property and Casualty category for the third time, showcasing its dedication to delivering outstanding service to small and medium-sized enterprises.
The award selection process incorporates data from the Australian Financial Complaints Authority (AFCA) and input from brokers and intermediaries, resulting in a comprehensive assessment of claims service quality. Luke Whenman, Head of Commercial Property and Specialty Claims accepted the awards on behalf of the Vero team at a ceremony in Sydney.
Luke expressed his gratitude and emphasised the significant progress made in building a Best-in-Class claims service. The recognition serves as positive feedback for the team's hard work, especially in managing the substantial volume of weather-related claims received in 2022-2023. These events highlighted the importance of a responsive and adaptable claims experience, which Vero strives to provide consistently.
Vero’s approach to claims
Reasons for Vero's well-deserved awards include their dedicated support to clients during critical claim moments. Working closely with broker partners, Vero understands individual client needs and continuously improves its digital lodgement platform based on valuable broker feedback. This streamlined process results in faster claim settlements, helping customers get back on their feet and resume their business operations promptly.
Consistent investment in both people and technology for intermediated claims has been a cornerstone of Vero's approach. By actively listening to broker needs and addressing training requirements, Vero ensures a strong customer relationship, which is essential for delivering a positive claims experience. The introduction of Claims Voice of Customer Surveys in 2023 further improved customer satisfaction. These surveys, sent at the time of claim finalisation, provide valuable feedback that drives continuous improvement and celebrates the exemplary work of Vero's claims professionals.
Vero's dedicated claims teams are the driving force behind their Best-in-Market commitment. Vero has strategically built a team of claims professionals supported by specialised external partnerships. This approach empowers Vero to tailor solutions to individual client needs, ensuring strong customer outcomes.
Looking ahead to 2024 and beyond
Vero remains committed to investing in its capabilities, ensuring prompt and accurate decision-making. Automation and digital processes will be prioritised to enhance the overall claims experience, making it efficient and seamless for customers.
As we enter FY24, Vero's straight-through processing capabilities are poised to enable fast settlements for smaller claims, while their competent workforce stands ready to handle more complex cases with exceptional support.
As Vero Insurance continues to grow and improve its claims service, clients and brokers can expect even greater support and efficiency, ensuring peace of mind during challenging times. The Gold Mansfield award reinforces Vero's position as a leading force in the insurance industry, and how it remains steadfast in its commitment to excellence.
About the awards
The Mansfield Awards were created to acknowledge the crucial role claims play in rebuilding trust in the general insurance industry. These awards aim to reward companies that consistently deliver top-notch claims service. While many individuals prioritise price when purchasing insurance, the true value is evident when a claim is made. Vero's success in the Mansfield Awards reaffirms its dedication to providing exceptional coverage, meeting claims with financial strength, and delivering outstanding customer service.
Previous Winners - Mansfield Awards
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