MA Assist integrates home emergency and claims validation

The first claims service to link an insurer’s emergency home response with its claims validation and repair network is set to launch next week.

Resilution, run by property claims management firm MA Assist, claims it will slash claims duration by up to 55% and save 27% on repair costs by starting them sooner.

The service works by integrating the home emergency response service - which seeks to deal with any immediate emergency such as an escape of water, storm or accidental damage - and the subsequent claims process for property repairs, which would normally go through a separate system for notification, validation, management and repairs.

Resilution’s emergency home response staff member takes photos and collects details about the claim on the day they are called out. Their data is synced with the claims handler’s system, which means repair work can begin with 48 hours of authorisation, said commercial director Martin Rowan.

“For the majority of policyholders who report a home emergency event where subsequent damage has occurred, the claims service delivery experience is very poor.

“Having notified the first event, they then have to separately notify the subsequent damage to their insurer. This results in long service delays, a risk of the damage getting worse and often a dreadful customer experience,” Rowan said.