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 13,000 claims. Here’s what some of our broker partners and clients had to say about our claims service:

 

  • "In our experience we find Liberty to consistently possess talented and knowledgeable claims staff, who take pride in customer service and are highly responsive. Liberty are another leading carrier who we find put their claims proposition at the heart of their business. Both on the casualty and financial lines side, they have great operators who are excellent to work with, and are open to hearing our submissions and positions on coverage and/or working through complex issues across a cast range of clients."

     
  • "We are always excited to see Liberty in a tower program as their local relationships with carriers and coverage counsel alike and their proactivity are often integral to supporting (us) and the client to obtain consistency and market collaboration, with a focus on protecting shared interests in minimising large loss exposures."

     
  • “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 it as quickly as possible. 

Liberty’s Fast Track is a service we have offered for eligible Commercial Property losses since 2016. Our Commercial Property team will triage your claim and if appropriate, work with you and your broker to resolve it as quickly and efficiently as possible. 

Fast Track is another demonstration of our commitment to paying claims fairly and promptly – for Mutual Advantage.
 

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 lessen the impact to the insured’s claims profile and assists to keep premiums at manageable levels.

The Reward for Being Exceptional

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

  • Ranked the leading general insurer for all seven claims performance drivers in the 2023 NIBA Broker Market Survey. Brokers rated Liberty the leading general insurer for:
    1. Staff are knowledgeable about what the product covers in the event of a claim
    2. Single point of contact dealing with the claim
    3. Ensure claims resolution is timely
    4. Quick and efficient assessment process
    5. Staff proactively communicate progress of the claim
    6. Assessors act and behave in a professional manner
    7. Range of channels to make a claim
       
  • Selected as a finalist in the Specialty and Corporate Property & Casualty categories for 2023 in the Australian Mansfield Awards. 
     
  • Won silver in the 2023 Brokers on Insurers survey by Insurance Business Australia for Turnaround time for the Claims team. View more details.

Meet the Australian Claims Team

Claims Leadership Team
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

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

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

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

Alison Kerr - VP & Claims Manager, Professional & Financial Risks Australia

Alison Kerr

VP & Claims Manager, Professional & Financial Risks Australia
T: +61 2 8298 5956

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

Accident and Health team
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

Robyn Hassell - Claims Manager, Accident & Health

Robyn Hassell

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

Email Profile

Mervin Malong - Claims Specialist, Retail

Mervin Malong

Claims Specialist, Retail
T: +61 2 8070 2999

Email Profile

Casualty team
Amalina Nazri - PST Specialist, Claims

Amalina Nazri

PST Specialist, Claims
T: +60 3 2082 4069

Email Profile

Sui Loke - Australian Casualty Claims Manager

Sui Loke

Australian Casualty Claims Manager
T: +61 2 8298 5991

Email Profile

Allison Reis - Senior Claims Specialist & Tech Lead

Allison Reis

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

Email Profile

Samantha Thorndike - Senior Claims Specialist & Tech Lead, Casualty

Samantha Thorndike

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

Email Profile

Richard Jessup - Complex Claims Manager, Casualty Australia

Richard Jessup

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

Email Profile

Jessica Dugandzic - Claims Specialist, Casualty

Jessica Dugandzic

Claims Specialist, Casualty
T: +61 2 8047 3314

Email Profile

Natasha Youl - Senior Claims Specialist & Tech Lead

Natasha Youl

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

Email Profile

James Tucker - Senior Claims Specialist & Tech Lead

James Tucker

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

Email Profile

Crisis Management team
James Paul - Senior Claims Specialist, Crisis Management

James Paul

Senior Claims Specialist, Crisis Management
T: +61 2 8298 5974

Email Profile

Energy Property Construction team
Feng Yi Chin - PST Specialist, Claims

Feng Yi Chin

PST Specialist, Claims
T: +61 2082 4110

Email

Jimmy Sibanda - Senior Claims Specialist, Energy Property & Construction

Jimmy Sibanda

Senior Claims Specialist, Energy Property & Construction
T: +61 2 8047 3381

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

Phil Green - Claims Manager, Energy Property & Construction - Singapore

Phil Green

Claims Manager, Energy Property & Construction - Singapore
T: +65 6622 9232

Email Profile

Yvonne Yap - Senior PST Specialist, Claims

Yvonne Yap

Senior PST Specialist, Claims
T: +60 3 2082 4028

Email Profile

Francis Row - Technical Claims Manager, Property

Francis Row

Technical Claims Manager, Property
T: +61 2 8298 5820

Email Profile

Ben Woodbridge - Claims Manager, Energy Property & Construction

Ben Woodbridge

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

Email Profile

Laries Ng - PST Specialist, Claims

Laries Ng

PST Specialist, Claims
T: +60 3 2082 4087

Email Profile

Nelfi Amiera Mizan - PST Specialist, Claims

Nelfi Amiera Mizan

PST Specialist, Claims
T: +60 3 2082 4081

Email Profile

Marine Team
Feng Yi Chin - PST Specialist, Claims

Feng Yi Chin

PST Specialist, Claims
T: +61 2082 4110

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 - Senior PST Specialist, Claims

Yvonne Yap

Senior PST Specialist, Claims
T: +60 3 2082 4028

Email Profile

Penny Chua - Claims Manager, Marine

Penny Chua

Claims Manager, Marine
T: +65 6622 9201

Email Profile

Laries Ng - PST Specialist, Claims

Laries Ng

PST Specialist, Claims
T: +60 3 2082 4087

Email Profile

Margaret Dewes - Claims Manager - Marine, Australia

Margaret Dewes

Claims Manager - Marine, Australia
T: +61 2 8070 2901

Email

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

Alison Kerr

VP & Claims Manager, Professional & Financial Risks Australia
T: +61 2 8298 5956

Email Profile

James Thomas - VP & Technical Claims Manager, Professional & Financial Risks - Asia Pacific

James Thomas

VP & Technical Claims Manager, Professional & Financial Risks - Asia Pacific
T: +61 2 8298 5937

Email Profile

Angela Messih - Senior Claims Specialist & Tech Lead, Professional & Financial Risks

Angela Messih

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

Email Profile

Connor Burdon-Bear - Senior Claims Specialist, Professional & Financial Risks

Connor Burdon-Bear

Senior Claims Specialist, Professional & Financial Risks
T: +61 3 9619 9882

Email Profile

Fern Doyle - Senior Claims Specialist, Professional & Financial Risks

Fern Doyle

Senior Claims Specialist, Professional & Financial Risks
T: +61 7 3235 8854

Email Profile

Jane Hattwich - Senior Claims Specialist, Professional & Financial Risks

Jane Hattwich

Senior Claims Specialist, Professional & Financial Risks
T: +61 3 9619 9867

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

Sarah Bryce - Senior Claims Specialist, Professional & Financial Risks

Sarah Bryce

Senior Claims Specialist, Professional & Financial Risks
T: +61 2 8070 2917

Email

Gemma Cooper - Senior Claims Specialist, Professional & Financial Risks

Gemma Cooper

Senior Claims Specialist, Professional & Financial Risks
T: +61 8 6188 9523

Email Profile

Rebecca Short - Senior Claims Specialist, Professional & Financial Risks

Rebecca Short

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

Email Profile

Maria Rasul - Claims Specialist, Professional & Financial Risks

Maria Rasul

Claims Specialist, Professional & Financial Risks
T: +61 2 8047 3397

Email

Recoveries team
Jonathan O'Riordan - Claims Recovery Manager, Asia Pacific

Jonathan O'Riordan

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

Email Profile

Retail and Outsourcing Team
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

Robyn Hassell - Claims Manager, Accident & Health

Robyn Hassell

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

Email Profile

Philippe Dancak - Senior Claims Specialist, Retail - Australia

Philippe Dancak

Senior Claims Specialist, Retail - Australia
T: +61 2 8298 5813

Email Profile

John Vu - Senior Claims Outsourcing Specialist

John Vu

Senior Claims Outsourcing Specialist
T: +61 2 8047 3346

Email Profile

Mervin Malong - Claims Specialist, Retail

Mervin Malong

Claims Specialist, Retail
T: +61 2 8070 2999

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 Profile

Carolyn Payne - Senior Claims Specialist, Workers Compensation

Carolyn Payne

Senior Claims Specialist, Workers Compensation
T: +61 3 9619 9831

Email Profile