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A claim is where expertise, judgement and collaboration matter most.
For brokers and clients, claims can involve complex circumstances, multiple stakeholders and important decisions. Having experienced claims professionals who understand policy intent, risk and the importance of communication plays a critical role in navigating these moments.
Our claims specialists work closely with brokers, insureds, underwriters and external partners across financial lines, liability and cyber. But their role extends beyond managing individual claims. The experience gained through every claim helps shape underwriting decisions and deepen our understanding of emerging risks.
Claims is more than resolution, it’s insight
Claims teams are often viewed as the people who step in after something has gone wrong.
While managing claims effectively is a core responsibility, their role extends much further.
Every claim provides an opportunity to learn. The insights gained from claims can help identify emerging trends, inform underwriting decisions and contribute to the ongoing refinement of products and risk management strategies. The close feedback loop between claims and underwriting ensures real-world claims experience helps shape future decisions.
As Steve Smith, Claims Team - Lead at DUAL explains:
"I really enjoy assessing the irregular and complex claims - drilling down into the details to identify how policies respond."
Supporting brokers through complexity
No two claims are the same.
Some are straightforward, while others involve multiple stakeholders, technical policy interpretation and specialist expertise. Steve's role includes collaborating closely with brokers, lawyers, underwriters and carrier partners, as well as leading the triage and management of cyber claims in Australia. This breadth of involvement helps ensure claims are directed to the appropriate expertise and managed efficiently throughout the process.
For brokers, access to experienced claims professionals provides confidence that complex matters are being managed with technical expertise, sound judgement and clear communication.
What specialist claims expertise looks like
Clear communication: Keeping brokers and insureds informed throughout the claims process can help provide clarity and confidence during what can often be a challenging time.
Technical judgement: Complex claims requires careful policy interpretation, specialist knowledge and an understanding of emerging risks. Applying technical judgement helps ensure each matter is assessed on its individual circumstances.
Collaboration: Effective claims management relies on close collaboration between brokers, underwriters, legal advisers, carrier partners and claims professionals to ensure the right expertise is brought in at the right time.
Supporting clients through challenging moments
While claims require technical expertise, it is also about supporting clients through some of their most challenging circumstances.
Reflecting on claims involving SMEs, Steve says:
"What's most rewarding for me is confirming cover for SMEs who might be experiencing their first claim or cyber incident. Feeling like you're really helping some of these small businesses to bounce back and continue their livelihoods is hugely satisfying."
Looking ahead
As risks continue to evolve, the connection between claims and underwriting becomes increasingly important. Every claim provides valuable insight into how risks are changing, creating a continuous feedback loop that helps inform underwriting decisions and strengthen our understanding of emerging exposures.
At DUAL claims is more than the conclusion of the insurance journey, it's where experience becomes insight, helping us continually learn, adapt and better support our broker partners and their clients.
The DUAL Claims team is committed to excellent customer service and a culture of execution within the claims process. With a goal to settle each claim quickly, efficiently and fairly.
More information about DUAL Claims or to get appointed with DUAL.
Download our Claims team contact sheet.
Connect with Steve
Steve Smith
Claims Team - Lead
+61 (0)2 9248 6338
The information in this article is provided for general information purposes only and does not take into account any person's objectives, financial situation or needs. Insurance cover is subject to policy terms, conditions, limits and exclusions. Consider the relevant policy documentation before making any decision regarding insurance.
A claim is where expertise, judgement and collaboration matter most.
For brokers and clients, claims can involve complex circumstances, multiple stakeholders and important decisions. Having experienced claims professionals who understand policy intent, risk and the importance of communication plays a critical role in navigating these moments.
Our claims specialists work closely with brokers, insureds, underwriters and external partners across financial lines, liability and cyber. But their role extends beyond managing individual claims. The experience gained through every claim helps shape underwriting decisions and deepen our understanding of emerging risks.
Claims is more than resolution, it’s insight
Claims teams are often viewed as the people who step in after something has gone wrong.
While managing claims effectively is a core responsibility, their role extends much further.
Every claim provides an opportunity to learn. The insights gained from claims can help identify emerging trends, inform underwriting decisions and contribute to the ongoing refinement of products and risk management strategies. The close feedback loop between claims and underwriting ensures real-world claims experience helps shape future decisions.
As Steve Smith, Claims Team - Lead at DUAL explains:
"I really enjoy assessing the irregular and complex claims - drilling down into the details to identify how policies respond."
Supporting brokers through complexity
No two claims are the same.
Some are straightforward, while others involve multiple stakeholders, technical policy interpretation and specialist expertise. Steve's role includes collaborating closely with brokers, lawyers, underwriters and carrier partners, as well as leading the triage and management of cyber claims in Australia. This breadth of involvement helps ensure claims are directed to the appropriate expertise and managed efficiently throughout the process.
For brokers, access to experienced claims professionals provides confidence that complex matters are being managed with technical expertise, sound judgement and clear communication.
What specialist claims expertise looks like
Clear communication: Keeping brokers and insureds informed throughout the claims process can help provide clarity and confidence during what can often be a challenging time.
Technical judgement: Complex claims requires careful policy interpretation, specialist knowledge and an understanding of emerging risks. Applying technical judgement helps ensure each matter is assessed on its individual circumstances.
Collaboration: Effective claims management relies on close collaboration between brokers, underwriters, legal advisers, carrier partners and claims professionals to ensure the right expertise is brought in at the right time.
Supporting clients through challenging moments
While claims require technical expertise, it is also about supporting clients through some of their most challenging circumstances.
Reflecting on claims involving SMEs, Steve says:
"What's most rewarding for me is confirming cover for SMEs who might be experiencing their first claim or cyber incident. Feeling like you're really helping some of these small businesses to bounce back and continue their livelihoods is hugely satisfying."
Looking ahead
As risks continue to evolve, the connection between claims and underwriting becomes increasingly important. Every claim provides valuable insight into how risks are changing, creating a continuous feedback loop that helps inform underwriting decisions and strengthen our understanding of emerging exposures.
At DUAL claims is more than the conclusion of the insurance journey, it's where experience becomes insight, helping us continually learn, adapt and better support our broker partners and their clients.
The DUAL Claims team is committed to excellent customer service and a culture of execution within the claims process. With a goal to settle each claim quickly, efficiently and fairly.
More information about DUAL Claims or to get appointed with DUAL.
Download our Claims team contact sheet.
Connect with Steve
Steve Smith
Claims Team - Lead
+61 (0)2 9248 6338
The information in this article is provided for general information purposes only and does not take into account any person's objectives, financial situation or needs. Insurance cover is subject to policy terms, conditions, limits and exclusions. Consider the relevant policy documentation before making any decision regarding insurance.