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.

At Liberty the claims team is an integral - and integrated- part of our business.

We know insurance cover is only as strong as the response it provides.

As a highly specialised claims team, we are driven to find unique solutions. No matter what business a client is in, or how complicated their situation, we break down complexity.

From pre-inception to claims settlement and beyond; we promise to deliver an exemplary service to our clients:

  • No surprises. Not only will we make sure that you understand your policy but also what will happen if a claim is made.
     
  • Expertise. We will use the right resource, for the right reason, for you. If outside expertise is required, we will continue to manage the claim to ensure that you receive exemplary claims service. 
     
  • We deal in partnerships. You will have direct access to a Claims Specialist who will share with you how we work, be available to answer your questions and look to help at all times. They will involve you in and keep you regularly updated on the progress of your claim.
     
  • Settlement. Our entire service is designed to ensure that we are working to settle your claim as quickly as possible.
     
  • We are leaders. Our natural approach on claims is to lead. Whether it is a complex claim or a global catastrophe, our integrity, expertise and capability enables us to fulfill our commitment to our clients and enable them to prosper.

With Liberty, 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.

From our Broker Partners

Every year we manage more than 7,500 commercial claims. Here’s what some of our broker partners and clients had to say about our claims service in 2019.

 

  • “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.”

 

  • “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.”

 

  • “Thank you for your excellent handling of this claim.”

 

  • “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.”

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.

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.

The Reward for Being Exceptional

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

  • In the 2019 National Insurance Brokers of Australia Broker Market Survey, Liberty was ranked a top 3 insurer for five claims criteria: overall satisfaction; quick and efficient assessment process; staff are knowledgeable; proactively communicate progress; Assessors acting and behaving in a professional manner.
  • Claims rated ‘best in class’  for Public & Product Liability in the 2018 J.P Morgan Taylor Fry General Insurance Barometer.

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 - Vice President, Professional, Financial and Surety Claims, Asia Pacific

Robert Mercer

Vice President, Professional, Financial and Surety Claims, Asia Pacific
T: +61 2 8047 3317

Email Profile

Vanessa Maher - Senior Vice President, Claims & Technology

Vanessa Maher

Senior Vice President, Claims & Technology
T: +61 2 8298 5800

Email Profile

Accident and Health team
Robyn Hassell - Senior Claims Specialist, Accident & Health

Robyn Hassell

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

Email Profile

Thuy Vu - Accident & Health Claims Manager, Australia

Thuy Vu

Accident & Health Claims Manager, Australia
T: +61 2 8047 3337

Email Profile

Casualty team
Allison Reis - Senior Claims Specialist, Casualty

Allison Reis

Senior Claims Specialist, Casualty
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

James Tucker - Senior Claims Specialist, Casualty

James Tucker

Senior Claims Specialist, Casualty
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

Nat Birman - Claims Specialist, Casualty

Nat Birman

Claims Specialist, Casualty
T: +61 3 9619 9822

Email

Natasha Savic - Senior Claims Specialist, Casualty

Natasha Savic

Senior Claims Specialist, Casualty
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

Sam Thorndike - Senior Claims Specialist, Casualty

Sam Thorndike

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

Email

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
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

Joyce Kwok - Claims Specialist, Property

Joyce Kwok

Claims Specialist, Property
T: +61 2 8047 3374

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

Marine Team
Lana Gray - Senior Claims Specialist, Marine

Lana Gray

Senior Claims Specialist, Marine
T: +61 7 3235 8840

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

Professional and Financial Risks team
Alison Kerr - Senior Claims Specialist, Professional & Financial Risks

Alison Kerr

Senior Claims Specialist, Professional & Financial Risks
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

Claudia Virgona - Senior Claims Specialist, Professional & Financial Risks

Claudia Virgona

Senior Claims Specialist, Professional & Financial Risks
T: +61 7 3235 8845 & +61 2 8298 5845

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

Kristy Cappellotto - Senior Claims Specialist, Professional & Financial Risks

Kristy Cappellotto

Senior Claims Specialist, Professional & Financial Risks
T: +61 3 9619 9817

Email Profile

Robert Mercer - Vice President, Professional, Financial and Surety Claims, Asia Pacific

Robert Mercer

Vice President, Professional, Financial and Surety 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

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

Lauren Watson - Claims Manager, Workers Compensation

Lauren Watson

Claims Manager, Workers Compensation
T: +61 2 8047 3345

Email Profile