Claims

Claims

Our substantial risk appetite, generous global capacity and exceptional staff with local expertise and authority give us the edge in finding solutions to complex insurance risks.

Our Claims Promise

Our integrated claims service is built on a simple principle: we aim to deliver value by supporting clients at every stage of the relationship.​​

Working together as one team

Our teams are wholly integrated to ensure that we provide value at all stages of the relationship

Acting decisively

​​​​​Clients work with empowered local experts who access world-class tools and services globally

Paying fairly and dependably

As a company that does the right thing, we have a proven reputation for paying claims fairly and promptly

Report a Claim

Our approach is personal. If you are an insurance broker and think your client may have a claim, we encourage you to call or email a claims specialist from the relevant product line.

We assign you a single point of contact– this helps us truly understand your clients and their business and makes claims resolution simpler and faster.

If you aren’t sure who to contact, simply send us an email at ClaimsAsiaPacific@libertyglobalgroup.com and we will help direct you to the most relevant person.

Our Approach

At Liberty Specialty Markets you’ll form relationships with a fully integrated team of underwriters, risk engineers and claims specialists.

We thrive on handling claims of all types – including large, complex losses – with the passion, significant local authority and market-leading experience needed to drive solutions that make a genuine difference.

Our integrated claims service aims to deliver value throughout our relationships.

To make that happen we work together as one integrated team, engaging early to help shape policies and ensure shared understanding. We act decisively, when and where it matters, giving local specialists authority to act in their clients’ interest. We pay out valid claims fairly and dependably, accessing formidable global resources.

As a result, our clients can feel confident, involved and protected - knowing that we are their partners, providing continuity and assurance, which helps to reduce risk in an unpredictable world.

Claims+

At Liberty Specialty Markets, we view claims differently. We are driven by what the client wants to see, and believe that our claims service adds value throughout a relationship, not only at the point of claim. That’s why we apply Claims+. Tailored value-add services at pre-placement, post-placement, and post-loss stages.

From our Broker Partners

Every year we manage more than 8,000 commercial claims. Here’s what some of our broker partners and clients had to say about our claims service:

 

  • “The timeframe that you have turned this around in is quite exceptional and I will be using you as an example next time I am complaining to (other) insurers about their constant hold-ups in paying claims.”

 

  • "We are pleased with Liberty’s claims service and the coordination and communication with everyone involved. In particular your proactive approach to communicating with the claimants and colleagues so they were kept constantly informed of developments along the way. We appreciate your support and how you served the client on this program."

 

  • “Instead of just denying the claim because of the misdeclaration of the cargo in the bill of lading, Liberty studied other options, understood the actual circumstances of the claim and came up with a win-win solution for both client and insurer. Other insurers would have just taken the easy way out and denied the claim.”

 

  • "A terrific example of collaboration from start to finish and the client is very pleased and looking forward to further defining the claims handling piece post renewal with Liberty."

 

  • “The client thanked the Liberty team for their input and took comfort from the fact that they are in good hands with Liberty’s claims team leading them through this open matter. They recognise Liberty has the engineering expertise to “talk their language” and understand their business.”

Fast Track Claims

Whether your claim is complex or straightforward, our goal is to resolve claims as quickly as possible. That’s why we developed a service called Fast Track Claims.

Fast Track is a commitment to assessing claims less than $25k in one working day and settling them immediately. Offered for claims in Commercial Property, Crisis Management and Marine, it simply requires you to provide us with the correct documentation. We’ve been offering this service since 2016 and have helped hundreds of clients achieve fast resolution of their claims.

Recoveries

At Liberty, we have a dedicated Recoveries team that specialises in handling subrogated recovery actions.

We know that it takes a focused approach with expertise in recoveries. Ranging from simple through to complex recoveries, our recovery manager works closely with our claims and underwriting teams to deliver mutual advantage. 

We’re always looking out for our client’s best interests; we attempt to recover uninsured losses and insured excesses. Better recoveries help reduce claims history and provide for lower premiums, as well as helping recover uninsured losses.

The Reward for Being Exceptional

We are constantly awarded for our work in claims. Some recent achievements include:

  • Selected as a finalist in the Specialty and Corporate Property & Casualty categories for 2021 in the Australian Mansfield Awards.  View more details
  • Ranked the leading insurer for "Staff are knowledgeable about what the product covers in the event of a claim" in the 2020 National Insurance Brokers of Australia Broker Market Survey

 

Meet the Australian Claims Team

Claims Leadership Team
Angus Kench - Vice President Claims, Casualty, Workers Compensation and Crisis Management, Asia Pacific

Angus Kench

Vice President Claims, Casualty, Workers Compensation and Crisis Management, Asia Pacific
T: +61 2 8298 5975

Email Profile

Jonathan O'Riordan - Claims Recovery Manager, Asia Pacific

Jonathan O'Riordan

Claims Recovery Manager, Asia Pacific
T: +61 2 8298 5894

Email Profile

Nathan McLellan - Vice President, First Party Claims, Asia Pacific

Nathan McLellan

Vice President, First Party Claims, Asia Pacific
T: +61 2 8298 5944

Email Profile

Robert Mercer - Senior Vice President & Head of Claims, Asia Pacific

Robert Mercer

Senior Vice President & Head of Claims, Asia Pacific
T: +61 2 8047 3317

Email Profile

Thuy Vu - Assistant Vice President & Claims Manager, Retail & Outsourcing, Asia Pacific

Thuy Vu

Assistant Vice President & Claims Manager, Retail & Outsourcing, Asia Pacific
T: +61 2 8047 3337

Email Profile

Accident and Health team
John Vu - Claims Outsourcing Specialist, Accident & Health

John Vu

Claims Outsourcing Specialist, Accident & Health
T: +61 2 8047 3346

Email

Robyn Hassell - Claims Manager, Accident & Health

Robyn Hassell

Claims Manager, Accident & Health
T: +61 2 8298 5864

Email Profile

Thuy Vu - Assistant Vice President & Claims Manager, Retail & Outsourcing, Asia Pacific

Thuy Vu

Assistant Vice President & Claims Manager, Retail & Outsourcing, Asia Pacific
T: +61 2 8047 3337

Email Profile

Casualty Claims team
Allison Reis - Senior Claims Specialist & Tech Lead

Allison Reis

Senior Claims Specialist & Tech Lead
T: +61 2 8298 5868

Email Profile

Angus Kench - Vice President Claims, Casualty, Workers Compensation and Crisis Management, Asia Pacific

Angus Kench

Vice President Claims, Casualty, Workers Compensation and Crisis Management, Asia Pacific
T: +61 2 8298 5975

Email Profile

Erliza Erwin - PST Specialist, Claims

Erliza Erwin

PST Specialist, Claims
T: +60 3 2082 4057

Email Profile

James Tucker - Senior Claims Specialist & Tech Lead

James Tucker

Senior Claims Specialist & Tech Lead
T: +61 7 3235 8822

Email Profile

Jessica Dugandzic - Claims Specialist, Casualty

Jessica Dugandzic

Claims Specialist, Casualty
T: +61 2 8047 3314

Email Profile

Mark Egglestone - Senior Claims Specialist, Casualty

Mark Egglestone

Senior Claims Specialist, Casualty
T: +61 7 3235 8838

Email Profile

Natalie Birman - Claims Specialist, Casualty

Natalie Birman

Claims Specialist, Casualty
T: +61 3 9619 9822

Email Profile

Natasha Savic - Senior Claims Specialist & Tech Lead

Natasha Savic

Senior Claims Specialist & Tech Lead
T: +61 3 9619 9807

Email Profile

Richard Jessup - Complex Claims Manager, Casualty Australia

Richard Jessup

Complex Claims Manager, Casualty Australia
T: +61 2 8298 5922

Email Profile

Samantha Thorndike - Senior Claims Specialist & Tech Lead

Samantha Thorndike

Senior Claims Specialist & Tech Lead
T: +61 2 8298 5829

Email Profile

Crisis Management team
Angus Kench - Vice President Claims, Casualty, Workers Compensation and Crisis Management, Asia Pacific

Angus Kench

Vice President Claims, Casualty, Workers Compensation and Crisis Management, Asia Pacific
T: +61 2 8298 5975

Email Profile

James Paul - Senior Claims Specialist, Crisis Management & Energy Property Construction

James Paul

Senior Claims Specialist, Crisis Management & Energy Property Construction
T: +61 2 8298 5974

Email Profile

Energy Property Construction team
Ben Woodbridge - Senior Claims Specialist, Energy Property & Construction

Ben Woodbridge

Senior Claims Specialist, Energy Property & Construction
T: +61 2 8298 5939

Email

Gareth Edwards - Claims Manager, Property, Australia

Gareth Edwards

Claims Manager, Property, Australia
T: +61 2 8298 5883

Email Profile

James Paul - Senior Claims Specialist, Crisis Management & Energy Property Construction

James Paul

Senior Claims Specialist, Crisis Management & Energy Property Construction
T: +61 2 8298 5974

Email Profile

Mei Foong Yong - PST Specialist, Claims

Mei Foong Yong

PST Specialist, Claims
T: +60 3 2082 4039

Email Profile

Michelle McNamara - Senior Claims Specialist, Energy Property & Construction

Michelle McNamara

Senior Claims Specialist, Energy Property & Construction
T: +61 7 3235 8821

Email

Nathan McLellan - Vice President, First Party Claims, Asia Pacific

Nathan McLellan

Vice President, First Party Claims, Asia Pacific
T: +61 2 8298 5944

Email Profile

Yvonne Yap - PST Specialist, Claims

Yvonne Yap

PST Specialist, Claims
T: +60 3 2082 4028

Email Profile

Marine Team
Mei Foong Yong - PST Specialist, Claims

Mei Foong Yong

PST Specialist, Claims
T: +60 3 2082 4039

Email Profile

Nathan McLellan - Vice President, First Party Claims, Asia Pacific

Nathan McLellan

Vice President, First Party Claims, Asia Pacific
T: +61 2 8298 5944

Email Profile

Yvonne Yap - PST Specialist, Claims

Yvonne Yap

PST Specialist, Claims
T: +60 3 2082 4028

Email Profile

Professional and Financial Risks team
Alison Kerr - Claims Manager, Professional & Financial Risks - Sydney

Alison Kerr

Claims Manager, Professional & Financial Risks - Sydney
T: +61 2 8298 5956

Email Profile

Angela Messih - Senior Claims Specialist, Professional & Financial Risks

Angela Messih

Senior Claims Specialist, Professional & Financial Risks
T: +61 2 8047 3325

Email Profile

Erliza Erwin - PST Specialist, Claims

Erliza Erwin

PST Specialist, Claims
T: +60 3 2082 4057

Email Profile

James Thomas - Assistant Vice President & Technical Claims Manager, Professional & Financial Risks, Asia Pacific

James Thomas

Assistant Vice President & Technical Claims Manager, Professional & Financial Risks, Asia Pacific
T: +61 2 8298 5937

Email Profile

Jonathan Lee - Senior Claims Specialist, Professional & Financial Risks

Jonathan Lee

Senior Claims Specialist, Professional & Financial Risks
T: +61 7 3235 8843

Email Profile

Kate Mitrevski - Senior Claims Specialist, Professional & Financial Risks

Kate Mitrevski

Senior Claims Specialist, Professional & Financial Risks
T: + 61 2 8298 5953

Email Profile

Kevin Nhan - Senior Claims Specialist, Professional & Financial Risks

Kevin Nhan

Senior Claims Specialist, Professional & Financial Risks
T: +61 3 9619 9828

Email Profile

Rebecca McIntyre - Senior Claims Specialist, Professional & Financial Risks

Rebecca McIntyre

Senior Claims Specialist, Professional & Financial Risks
T: +61 2 8298 5938

Email Profile

Robert Mercer - Senior Vice President & Head of Claims, Asia Pacific

Robert Mercer

Senior Vice President & Head of Claims, Asia Pacific
T: +61 2 8047 3317

Email Profile

Stephen Doherty - Senior Claims Specialist, Professional & Financial Risks

Stephen Doherty

Senior Claims Specialist, Professional & Financial Risks
T: +61 2 8298 5886

Email Profile

Worker's Compensation team
Angus Kench - Vice President Claims, Casualty, Workers Compensation and Crisis Management, Asia Pacific

Angus Kench

Vice President Claims, Casualty, Workers Compensation and Crisis Management, Asia Pacific
T: +61 2 8298 5975

Email Profile

Mandy Rees-Peach - Claims Manager, Workers Compensation

Mandy Rees-Peach

Claims Manager, Workers Compensation
T: +61 3 9619 9866

Email