Concept of Operations for Events
Proclaim is proud to have been the Claim Manager for two of the most recent significant events in Australia – the 2006 Commonwealth Games in Melbourne and the 2008 World Youth Day in Sydney.
In both cases preparation and planning was the key; with our experience in large scale events we were able to implement a process that saw any claims arising from the events managed effectively and without adverse publicity.
Proclaim were retained as the claims manager for Catholic Church Insurances during World Youth Day 2008 for public liability, motor, property and personal accident lines.
In collaboration with WYD organizers, Proclaim developed a very detailed WYD Accident Management model in contemplation of various worse case scenarios. Proclaim also provided a 24 hour help line.
All incidents involving injury or damage to property were entered online through the Proclaim ‘Real-Time’ facility and transmitted to our WYD claims management team. All incoming incidents were triaged, assessed and follow up contact was made as appropriate. Our objective was to provide a framework within which every incident could be quickly serviced. This was accomplished thorough our 24 hour WYD helpline and ensuring that our team of six claims managers were available 24 hours.
Case Study - At 3am during WYD one of our claims managers received an urgent phone call from a WYD Home Host organizer. An elderly lady who was staying with one of their home hosts had fallen and fractured her arm and was being transported to hospital by ambulance. Our claims manager immediately advised the organizer of the relevant protocols and after asking several questions was able to ascertain that the lady had travel insurance. Ultimately she pursued a claim with her travel insurer.
Case study - A tailored project
In 2005 we were asked to design and resource a compensation scheme for income lost by drivers who had lost their licenses due to faulty speed cameras. In conjunction with PWC, we built a business unit with a dedicated claims system with all reporting tools, interface to a call centre and Road Traffic data, as well as a customized cheque issuance process. We processed over 3000 claims for loss of income in a six month period and ensured the client avoided litigation and bad publicity through an efficient and fair system of claim management.
Case Study - Grand Finals and Spring carnivals every day for two weeks
In 2006 we were appointed to assist M2006 (commonwealth Games) to
- Prepare a claim management plan including claim forms and training for volunteers
- Staff a claims desk during the course of the Games
- Manage all claims arising during the Games in conjunction with stakeholders including the Victorian Government
- Provide reporting on all incidents and claims to designated M2006 managers and their insurer
With the considerable preparation and planning that was undertaken, all incidents and claims arising from the event were managed effectively, to low cost and with no brand implications for M2006. Many claims were settled proactively through rapid customer contact and offers of tickets to events.
Melbourne Commonwealth Games – Brenda LaPorte, General Manager Project Planning, Risk & strategy:
"In Proclaim we got what we were looking for – a specialist claims management provider who could deliver on a required scope of services. The quality of the working relationship was the key with all Proclaim staff constantly available to respond to queries on the phone, prepared to work out of our HQ and to attend to urgent matters at short notice. We would definitely recommend Proclaim to organisers of similar events.”