It never fails to startle us that following the ‘race that stops the nation’ the race towards year end begins. As 2023 draws to a close and we look forward to a welcome break, our news cycles continue to be dominated by challenging economic, geopolitical, and climate themes that concern us all. This time last year, South Australia was dealing with the aftermath of severe weather. Just recently, communities around Southeast Queensland and Perth were devastated by bushfires and SA impacted by storms and flooding – an unwelcome reminder that we must always be prepared for the severe weather season ahead and what Mother Nature might throw at us next.

Every time a customer claims is when our business rises to its promise to protect and nurture ambition.  During October, we launched CGU’s RAPID Claims initiative, promising significantly reduced completion times from lodgement to settlement.  It’s an exciting development spearheaded by Tim Rafton, EGM CGU Claims, and his leadership team, and one of many simplification initiatives underway in response to broker feedback that we need to be better at claims. Tim also recently spoke with Mark Silvera on his podcast, “Business Made Personal” which you can listen to here.

We know the role of brokers in a changing world is incredibly important and educating customers about their value as trusted advisors is a responsibility we take seriously.  To teach customers about the value of brokers and the unique relationship we share with our customers, we are proud to share the story of the Australian Age of Dinosaurs Museum in Winton, QLD, and how our Property ISR team helped to protect one of Australia’s most unique historical assets.  There is an inner child within many of us who loves dinosaurs, and we hope you enjoy this heartwarming story as much as we enjoyed bringing it to life!

Our market presence during the first half of FY24 has been nothing short of hectic. Our teams from all parts of our CGU Business have travelled the country (and over the ditch) to engage with our broker partners at multiple conferences, PD days, and CGU events. We relish the opportunity to bring our key people into the market to strengthen relationships and connect brokers into our business so they can deliver value to their customers, and we look forward to getting back into the fray in early 2024.  On the 17th of November our Rural Insurance Centre celebrated National Ag Day under the theme, “Grow you good thing” in Ballarat, celebrating our Agri broker partners and customers.  We also took the opportunity to celebrate the Agri underwriters who support brokers and customers to realise their agribusiness ambitions.

Our one constant is remaining true to our ambition to be your insurer of choice. As FY24 proceeds, you will notice us asking for your feedback at more regular intervals.  When the CGU Broker Pulse survey lands in your inbox in Q3, please take a minute to let us know how we are doing, so we can continue to drive positive change within our business towards achieving our ambition.

Following a successful pilot period road tested by brokers earlier this year, CGU has officially launched our RAPID Claims offering for low value, high volume Property claims.

To launch RAPID Claims to market, Tim Rafton, Executive General Manager CGU Claims and his leadership team conducted a national "Connecting Claims" roadshow during August and September.  Brokers and claims staff in NSW, QLD, SA, WA, and VIC were invited to join Tim and his team for an overview of RAPID Claims and hear about other simplification initiatives underway to improve our claims offering and build a better business around our broker partners.

So, what is a CGU RAPID Claim?

Our new offering is an expedited claims management process whereby straight-forward Property claims that are lodged on the CGU Claims Portal are approved and finalised shortly after lodgement.

• <$20K Building (<$10k Storm)
• <$5K Contents and Stock 
• <$5K Theft / Burglary*
• Supplier or assessor not required.

What are the key benefits for brokers?

RAPID Claims promises to vastly improve the customer and broker experience due to reduced requirements, faster processing, and more efficient touchpoint interaction throughout the lodgement and settlement process.

With reduced turnaround times and transparency around processing, brokers can provide greater certainty to their clients.

The results so far speak for themselves, with brokers reporting significantly reduced completion time from lodgement to settlement, on average within 5 working days.

The upside for brokers and their claims teams is clear. By reducing workload inefficiencies, they can get back to other tasks and move on with their day.

For more information about CGU’s RAPID Claims and simplification initiatives underway, click here to read our Broker FAQ document.

CGU invites you to travel back in time with us, to The Australian Age of Dinosaurs Museum in Winton, the cradle of Australia’s prehistoric past.

Starring Kieran Simpson, Client Service Director QLD, Austbrokers Corporate, and his client David Elliott, Director Australian Age of Dinosaurs Museum, we are honoured to showcase our unique intermediated partnership and united approach towards protecting this precious Australian asset.

See our short film here

Property cover for risks of all shapes and sizes

Having insured many of Australia’s assets for over 165 years, we know that Property risks can be as unique as the ambition that drives them. Which is why our Property ISR product is designed to protect all kinds of risks, including dinosaur museums!

Whether it’s raptor-sized retail or a mammoth manufacturing operation, CGU’s expert underwriting team and technical specialists provide sustainable, tailored coverage to safeguard your clients’ operations.

For coverage that stands as tall as the mighty T-Rex, talk to your local Broker Relationships representative or Property Underwriting team to see how CGU can protect your clients’ businesses from life’s unexpected risks and uncertainties.

To date, the CGU team have embarked on over 55 industry events and formal market engagements across the country and over “the ditch” during the first two quarters of FY24.  To ensure our broker partners meet and engage with as many CGU team members as possible, our people from Claims, Underwriting, Broker Relationships, and leadership are always front and centre to update our broker partners with information and insights to strengthen market relationships.

We love sharing images of our teams in action at these events, showcasing the activity and energy that drives our ambition to become the Australian insurance brokers’ number one insurer partner.

Most recently, we took the opportunity to celebrate our Agri underwriting team at our centre of excellent, the CGU RIC (Rural Insurance Centre) to celebrate National Ag Day on 17th November. Held on the third Friday of November each year, it’s one day to celebrate an industry that’s part of our lives every single day.

In honour of the significant contributions of the country's farm sector, Jackie, Ashlynne, and Felicity brought our underwriters and broker relationships partners together at the RIC in Ballarat with a delicious roast lunch and games to test our knowledge of farming and agriculture.

Our RIC are a national, dedicated centre excellence specialising in rural products for our brokered business. Together, they have 300+ years combined experience and either grew up on or live on farms themselves bringing first-hand knowledge and understanding of the Agri industry and the challenges our customers face.

Want to learn more about the team? Check out their profiles here.

In this instalment of Fast 5, we introduce you to Tim Rafton, Executive General Manager of Intermediated Claims.

1. Tell us a little bit about yourself and your role

I live in the outer western suburbs of Sydney with my wife and two daughters. In terms of the role, I have the privilege of leading the strategic direction and operational performance of the claims team which services our CGU and WFI branded products.

2. What do you find most rewarding about working at CGU/IAG?

The opportunity to positively influence and help so many people and communities.

3. Who or what has been the biggest influence on your career?

My wife, without a doubt.

4. Name 3 things you enjoy doing outside of work.

Manicuring my lawns, a DIY project and a casual Saturday punt on the horses.

5. What’s your latest Stan or Netflix binge?

Reacher on Prime (and for those that are familiar with the Reacher books, I am sure you’ll agree Alan Ritchson is a far better representation of the character than Tom Cruise).