Gallagher has launched a Claims Preparation Solutions (CPS) team in New Zealand, aiming to streamline the insurance claims process for businesses facing significant losses, especially those involving business interruption.
The initiative responds to the increasing complexity of claims, which often require detailed financial analysis and a thorough understanding of policy language.
The CPS team brings together claims professionals and a chartered accountant to assist clients in quantifying losses, compiling necessary documentation, and presenting claims in a manner that aligns with insurer requirements. This support covers the full lifecycle of a claim, from initial assessment to final submission.
Rochelle Dobbin, who manages the CPS team, explained that a clear and well-documented claim is essential for a smooth process.
“If the claim is not well presented with incomplete documentation or unclear explanations, you risk delays or even having your claim turned down,” she said.
She noted that the team’s involvement allows business owners and managers to focus on restoring operations while the technical aspects of the claim are managed by specialists.
A recent incident involving fire damage to key machinery at a client’s site demonstrated the CPS team’s role.
The client initially sought to replace the equipment at a cost of $430,000, but subsequent advice indicated repairs could be completed for $180,000.
The insurer’s initial response was to cover only the repair costs. The CPS team intervened, providing a financial analysis that resulted in a $330,000 progress payment from the insurer.
This enabled the client to purchase a replacement machine within the necessary timeframe, reducing operational downtime.
The CPS team also works with insurers to ensure that all relevant policy provisions are considered, including those that may be open to interpretation.
Dobbin pointed out that details in policy wording can have a significant impact on claim outcomes.
Some business interruption policies may also cover the costs associated with preparing a claim, allowing policyholders to access expert assistance without incurring additional fees.
In addition to post-loss support, Gallagher’s CPS team offers pre-loss services, such as identifying potential business interruption exposures and helping clients determine appropriate policy limits.
This proactive approach enables brokers to tailor insurance solutions, ensuring clients are neither over-insured nor underinsured.
The CPS team has been highlighted amid changes in the claims landscape.
Crawford & Company’s latest report highlights ongoing changes in the insurance claims environment, with direct implications for New Zealand insurers and brokers.
The report noted a rise in both the frequency and severity of weather-related events, which is contributing to increased volatility in claims.
Insurers are being encouraged to adopt new strategies to address the growing complexity and scale of losses.
Inflation, coupled with higher costs for materials and labour, is cited as a key factor driving up claim values.
Ongoing supply chain disruptions and international tariffs are also contributing to longer and more expensive claims processes.
In some regions, regulatory changes requiring higher rebuilding standards are further extending timelines and costs.
Business interruption claims are becoming more common and financially significant, with 31% of companies in 2025 identifying this as a major risk.
The report attributed this trend to more frequent natural disasters and supply chain disruptions, both of which can halt business operations for extended periods.
Crawford’s report recommends using catastrophe modelling, satellite imagery, and other technologies to assess property conditions before and after events.
The report also noted the challenges of handling claims when multiple disasters occur in quick succession in the same area.
