Available to Club Marine members via our Australian and New Zealand websites, Online Claims provides an intuitive, mobile-friendly way for members to lodge claims and get them moving – fast.
“Getting our members back on the water as soon as possible is Club Marine’s priority,” said Club Marine CEO Simon McLean. “We have simplified our claims service as much as possible and made lodging and resolving claims quick and easy for our members.
“We’re committed to getting back to our members within one business day of lodging an Online Claim. Members will receive immediate email confirmation explaining the status of the claim and if it meets the Rapid Claim conditions, we can even confirm that the claim has been accepted.
“When you call an insurance company, you want them to act for you – you don’t want to have to do all the running around yourself. That’s part of the service we offer to our members,” said McLean.
Club Marine Team Leader Client Services, Tim Wiles, is experiencing first-hand how the new system is simplifying day-to-day operations at Club Marine.
“We’ve done away with the old way of lodging a claim using PDFs and forms completed by hand,” says Wiles.
“Most people complete their transactions online, so it was natural for us to add Online Claims to our new TeleClaims service. Now, Club Marine members can simply and quickly lodge a claim at any time of the day, seven days a week, as soon as an incident has occurred, by going to Club Marine’s website and clicking the ‘Claims’ tab.”
Club Marine members who prefer to submit a claim by phone can now call the new TeleClaims service. Just like Online Claims, the process is paperless, with all information required to lodge a claim captured during the first phone call.
While we all aim for safe and trouble-free boating, if something does go wrong, Club Marine recommends contacting the claims team as soon as the event has occurred.
“If a member needs assistance or any support at all, they’re encouraged to contact us right away so we can help them through the claims process and assist as soon as possible,” says McLean.
To submit a claim online, go to: Club Marine Claims.
THE VERDICT SO FAR …
Since the launch on October 15, numerous Club Marine members and service partners have benefitted from the efficient service provided by TeleClaims.
When Sharon Fielding, of Fishdive Fishing Charters in Airlie Beach, Queensland, called about an incident that had left a hole in the hull of her 6m sportsfisher charter boat, Club Marine was able to guide her through lodging a claim and collected all the information needed right away – during Sharon’s first phone call. With the claim settled and marine repair centre Platinum Marine Services authorised to repair her boat on the same day, Sharon was surprised at how smoothly everything was handled.
“A huge thanks to Club Marine – I appreciated so much the prompt and professional service while I was under a lot of stress from loss of income, upset guests and a hole in my vessel. The case manager was very calming, caring and sincere and I felt I was in good hands.
“It’s great to know everything was taken care of for me and that my boat will be back on the water soon. Many thanks for the great professional service!”
Cameron Nossack, of Regal Marine in Vermont, Victoria, is also pleased with the new, streamlined process and anticipates it will help ease the increased workload over the summer boating season.
“We currently have two insurance claims in progress where both customers lodged their claims over the phone with Club Marine. We emailed quotes for the repairs and both were authorised on the same day,” says Nossack. “The new claims process cuts through the paperwork and lets us get on with helping customers get back to what they want to do – be on the water in their boat.”
Go to clubmarine.com.au or clubmarine.co.nz in New Zealand and click on the ‘Claims’ tab.
Members can call 1300 00 CLUB (2582) in Australia and 0800 11 CLUB (2582) in New Zealand, 24-hours a day, seven days a week.
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