Achieving outstanding customer service outcomes amid last year’s pandemic and the sudden shift to remote working is an enviable feat — and one that has earned the claims team at Melbourne-based underwriter ProRisk the title of ANZIIF’s Most Valuable Team for 2021.

ProRisk’s group claims manager Chloe Thomas, who leads the team of six, put their success down to communication and collaboration.

‘From that very first week of lockdown in March last year, we knew that communication would be critical to continuing to deliver fast, reliable, fair and empathetic claim services,’ she says. 

‘Our customers were having a difficult time, and we had more claims than ever before. We kept our own team motivated through regular catch-ups. We shared each other’s successes and built each other up.’

COLLABORATIVE APPROACH

It was this collaborative approach that put the team in good stead when a franchisee from Jim’s Mowing lodged a claim for his damaged trailer and tools, which had been hit by another car on a freeway. 

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