Please take a minute and have your say

I appreciate that it is a very busy time for many people in the insurance industry, but the survey for this year’s Mansfield Awards for Claims Excellence closes at 8am on Tuesday.

So please take a few minutes over the weekend and have your say on who has done the right thing, lifted their game, let you down or anything in between.

A reminder that the Mansfields is not based on a nomination process and every insurer and underwriting agency is open to win. There are no fees to either complete the survey or to be included in the survey.

The awards themselves are a not for profit initiative with the purposes of, as the name suggests, recognising and claims excellence, driving positive change in the insurance industry, and rewarding the claims team that do great things for their insureds, the company and brand insurance.

To have your say please visit 

If you would like to come along and help celebrate the champions of claims, please go to to reserve your place.

Thank you in anticipation of your time.

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Dame Joan Collins thoughts on claims preparers

When Steve and I were over in London last, we met with the director Alex Balcombe of Harris Balcombe one of two firms vying for the title of the longest running claims preparation company in the world. They are one of the foundation members of the International Institute of Claims Preparers (“IICP”) and now have the 6th generation of the one family still involved.

Alex had to cut the meeting short as he had just been appointed to a claim for the well known English actress, author, and columnist Dame Joan Collins.

Now all the rectification work has been completed and the claim settled, Dame Joan offered her time to do a testimonial. What resonates with me in the interview is the way she explains the strength of the relationship that develops between the Insured and the claims preparer as they help them through a very difficult time of their lives. Like so many of the LMI team, the claims preparer becomes part of the Insured’s family.

To view the short video go to

Well done Alex, it is this sort of care that we demand in our membership at the IICP.

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Have your say for the Mansfield Awards

The second annual Mansfield Awards for Claims Excellence will take place on Thursday, 5th July evening in Sydney.

If you have not put your name down as yet, please visit the website.

Unlike other awards, where people nominate and the award can be given to the person who provides the best proposal, these awards are based on a survey as well as data obtained from the Financial Ombudsmen Service.

If you would like to have your say and participate in the survey with claims service you have received, either as an Insured, insurance broker, or repairer, you can do so at


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Mansfield Awards – the movie

The Mansfield Awards for Claims Excellence hosted on the 13th July 2017 were a great success. InsuranceNEWS and LMI Group as organisers and hosts were delighted with the support received about the concept, from sponsors and from attendees.

Here is a link to a highlights video to remind those that attended what happened on the night or if you did not make it, what you missed out on. Either way, I hope you enjoy it and look forward to seeing you at next year’s event.

Special thank you to the award sponsors, Steadfast and icare. Also to our Master of Ceremonies, Martin McAvenna and Mark Doepel for the Mansfield Oration.

Details of the winners can be found at

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Latest claims rating now available

As an addendum to the Mansfield Awards which were presented last week in Sydney (see here for article), I am pleased to advise that the latest claims ratings as determined by complaint data recorded by the Financial Ombudsmen Service, where appropriate, and insured feedback and our regular survey are now available at

As always, I encourage people to consider the claims service when purchasing insurance and not relying on price alone.

Policy coverage and claims service and financial strength rating are all VERY important criteria when choosing the insurance program that is protecting your assets or those of your client. 

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Mansfield Awards kick off in Sydney

Last night I was extremely pleased to witness the great response that The Mansfield Awards received from all those who attended.

The night started with a video of an insured who went through a major fire and was so appreciative of the support he received from the insurance industry to allow him to put his “baby” and life back together.

This was followed by the evening’s MC, Martin McAvenna who really nailed the reason behind the awards which were to recognise the often unsung heroes of the insurance industry, the claims teams, and to start pushing the need to move the focus away from the price of insurance to quality products backed by good claims service.

Mark Doepel, partner at Sparke Helmore and Chairman of Lloyd’s Australia kept up the very high standard with an excellent presentation on Lord Mansfield and why it is so fitting that the awards were named after the Chief Justice who enshrined Good Faith as an underlying principle in insurance back in 1766.

The first awards were presented by Mr Vivek Bhatia who was representing the first of our two major sponsors, iCare, who announced the winner of the SME category, with the winner Chubb Insurance and the Specialty category with NTI taking the award.

Martin then introduced a short video on the Amal Mulia Orphanage where all funds raised from the evening will be donated to. Both insurance news and LMI Group donated all their time to this important cause and therefore all monies by way of sponsorship and ticket sales over and above the cost of physically running the event will go to this very worthwhile charity.

Our second sponsor for the event was Steadfast, who was represented by Samantha Hollman to present the awards for Corporate Property & Casualty with the winner Berkshire Hathaway Specialty Insurance and Personal Lines category, Allianz Australia Limited.

I then had the opportunity to speak and I stressed the need to continue to invest in our claims teams and their service providers, such as loss adjusters, investigators and the like, and that the evaluation of these services purely on price is equally as silly as buying insurance on price alone. One of the big issues facing the industry is training and recruitment and the government with their changes to the 457 Visa is putting enormous stress on the loss adjusting fraternity in particular, with 34 adjusters in Australia operating on a 457 visa with another 14 in negotiations.

But, the night was more about the positives and I congratulated all winners and finalists, all of whom deserve to be on the finals list, before Terry thanked everyone involved in putting it together, in particular, Madison Seymour from Insurance News, Ashleigh White and Andrew Pitts from LMI Group, our MC, Martin McAvenna and keynote speaker, Mark Doepel.

Then the final pleasing duty was to announce the overall winner of The Gold Mansfield Award for the best claims team in Australia, as Chubb Insurance Australia. Just jumping above finalists Insurance Australia Limited and Vero.

Speaking to people after the event, it is clear that they were so pleased to see so many senior executives from the industry to attend and support their part of the insurance industry and their strong support for this to become an annual calendar event which both Insurance News and LMI Group are committed to.

Today, ClaimsComparison will be updated to reflect all the survey results in 20 classes of insurance, to learn more please visit:


The categories and their nominees and winners (highlighted gold) were:

Personal Lines




Defence Service Homes



GT Global


Terri Scheer




Capricorn Mutual


Insurance Australia Limited via their brands NRMA, RACQ, RACV, SGIC



Berkshire Hathaway Specialty Insurance

FM Global




The Gold Mansfield


Insurance Australia Limited


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