MOTOR CLAIMS, WITH A HUMAN TOUCH

A bump in the road.
Not your whole day.

After a collision, finding the right words can be hard. Tell Claimaroo what happened. We’ll help put the details together, ready for a claims officer.

Start a claim ↗See how it works ↓

◉ Photos first. Call next. A person reviews your claim.

FROM YOUR WORDS TO THE NEXT STEP01 — 03

↗

You tell your storyExample customer conversation

“A white ute clipped the back passenger side. I’m okay, but the door won’t open.”

↓ The details come together

CLAIM SUMMARYHuman review

One story. A clearer record.

Damage reported: Rear passenger side
Vehicle condition: Drives · door won’t open
Third-party registration: Needs confirmation

✓ Linked to what the customer said

AI organises the details.People make the decisions.

01 A conversation, not a long form02 Uncertainty stays visible03 Human judgement stays in control

A LITTLE LESS TO DEAL WITH

From “what now?”
to a clear next step.

You don’t need a perfect account of what happened. Start with what you know.

01 / ADD PHOTOS

⊞

Show the damage.

Upload photos of your vehicle from the roadside. They help the claims officer understand your account and the damage reported.

02 / TALK

↗

Tell us what happened.

Start a browser call. The AI assistant collects the incident details and asks about anything that’s missing or unclear.

03 / HUMAN REVIEW

✓

Let a person take it forward.

Your details come together in one record. A claims officer checks the information and decides what happens next.

THE GAP

Australian motor claims don’t fail at assessment. They fail at the handover.

Every figure below comes from the industry’s own compliance reporting or the financial ombudsman.

Claims lodged, 2024–25

5.71m

Across 41.6m policies in force

Claims-handling code breaches

41,140

59% of all reported breaches

Missed 20-day progress updates

18,350

Up 67% in a single year

General insurance complaints

36,022

Motor is the most complained about

Comprehensive motor vehicle insurance is the most complained-about insurance product in Australia. Motor claim delays account for roughly one in four general insurance complaints reaching the ombudsman — and delay in claim handling was the single most complained-about issue across all of financial services.

The Code Governance Committee’s data points at the mechanism. The obligation to update a customer at least every twenty business days was breached 18,350 times in one year. More than half of the insurers who missed claims-handling timeframes could not say by how many days — a pattern the Committee described as structural rather than individual error.

You cannot update a customer on a claim whose record is incomplete, and you cannot measure a breach you never captured cleanly. Both problems start in the first five minutes.

ASIC named insurance claims handling among its enforcement priorities for 2026, and the redrafted General Insurance Code of Practice is intended to be contractually enforceable.

NAMED INSURERS

The gap, brand by brand

Three insurers, three shapes of the same problem — a market reality check, not a rating. AFCA counts a dispute against the underwriting entity, not the brand on your card, so the name a customer trusts isn’t always the one anyone is measuring.

Allianz

1,625 AFCA complaints, FY2024–25 — 3rd-most nationally, all products

The gap: Allianz underwrites its own book, so every dispute traces straight back to the name on the policy.
The possibility: A claim record that's complete from minute one is fewer disputes born from an incomplete one.

AAMI

5,343 AFCA complaints booked to AAI Ltd — AAMI, Suncorp, GIO, Apia, Shannons & Vero combined

The gap: AAMI's own number doesn't exist. The brand you trust isn't the entity anyone is actually measuring.
The possibility: A record structured to travel with the claim, not with the underwriting arrangement behind it.

Budget Direct

10 days Published claim-decision commitment — its underwriter is now in Federal Court over broken ones

The gap: A promise on the website and the record behind it can drift apart for years before anyone catches it.
The possibility: Capturing the claim cleanly the first time is also how you catch that drift in year one, not year eight.

Not affiliated with Allianz, AAMI or Budget Direct. Figures are public — see sources below.

The case, modelled

250,000 motor claims a year · AUD

11 minofficer time, per claim

$1.08loaded cost, per minute

250,000claims a year, modelled book

$2.98mintake labour at stake, modelled

That’s the money before automation rate or run cost enter the picture. Work through both and $1.19m of it comes home net — swipe through the full working.

01 · THE MARKET

How big is the book?

Motor policies in Australia (ICA)~18m

Lodge a claim each year (1 in 7, per ICA)14%

Implied motor claims lodged nationally~2.5m

02 · THE COST OF INTAKE

What one claim costs to open

Loaded onshore rate (A$60–70/hr; $65 used)$1.08/min

Officer minutes per claim, modelled11 min

Intake labour per claim$11.90

Intake labour, modelled book$2.98m

03 · WHAT AUTOMATION RECOVERS

What comes back net

Intakes handled without an officer, modelled55%

Gross labour released$1.64m

Less voice agent run cost−$0.45m

Net per year, on intake alone$1.19m

04 · THE RANGE

It moves with the automation rate

At 35% automation~$0.75m

At 70% automation~$1.51m

Extrapolated across all AU motor claims~$12m/yr

05 · BUT THE MATH ASSUMES ONE THING

None of this works if the record can't be trusted.

A faster intake only pays off if what it captures holds up when a claims officer opens the file. That's the part that happens next.

See how claims teams review the record

General Insurance Code Governance Committee, Industry Data and Compliance Report 2024–25 — claims lodged, policies in force, breach counts, and the 20-business-day and 10-business-day obligations.
Australian Financial Complaints Authority, Annual Review 2024–25 and 2025–26 complaint data — complaint volumes, motor as the most complained-about insurance product, delay in claim handling as the leading issue.
Insurance Council of Australia, Motor Insurance Policy Paper: A Roadmap for Reducing Rising Premiums (March 2025) — claim frequency of 1 in 7, average claim size of $5,202, repair cycle times, claims cost composition.
Insurance Council of Australia industry snapshot — approximately 18 million motor-related policies in Australia.
Australian contact centre outsourcing benchmarks, 2026 — loaded onshore agent cost of A$60–70 per hour and voice average handle time of 4–7 minutes.
insurancenews.com.au, “Square numbers: the latest dispute data from AFCA’s cube” (10 November 2025) — AFCA Datacube complaint counts by underwriting entity, FY2024–25.
Budget Direct, Claims Process (budgetdirect.com.au) — published claim-decision commitment of 10 working days.
Australian Securities and Investments Commission, Media Release 26-036MR (27 February 2026, asic.gov.au) — Federal Court proceedings against Auto & General Insurance Company Ltd.

Automation rate, officer minutes per claim and voice run cost are modelled by us and labelled as such above. Everything else is published.

FOR THE PERSON ON THE OTHER SIDE

A claim to review.
Not a story to rebuild.

Give your claims team the account, the evidence and the unanswered questions in one place.

✓
Check the source.
See the customer’s own words behind each captured detail.
✓
Know what needs a second look.
Missing details and conflicting evidence stay visible. The assistant doesn’t fill the gaps by guessing.
✓
Keep the decision with your team.
Suggested routing supports review. It doesn’t decide cover, liability or repairs.

Explore an example claim ↗

c↗ Officer workspace EXAMPLE

MOTOR COLLISION / CLM-1024

Ready for a closer look.

Human review

CUSTOMER ACCOUNT

“I think I got his rego — it was one, something, S-D. Sorry, I’m not certain on that.”

Source: example call transcript

! Confirm the other vehicle’s registration

Partial registration only. Ask the customer to confirm before completing this field.

Recommended next stepContact customer for missing detail ↗

FOCUSED WHERE IT MATTERS

A better beginning.
A person-led outcome.

Claimaroo focuses on the first part of a motor collision claim: listening, collecting evidence and preparing a useful handover.

It’s a hackathon prototype of a simpler intake experience. It doesn’t approve claims, determine fault or promise a settlement.

A FEW THINGS TO KNOW

Before you start.

Is this a real insurance claim service?

No. This is a demonstration built for the Forward: AI in Business Hackathon. It isn’t connected to an insurer and doesn’t lodge a real claim. Use example information when exploring it.

When do I add my photos?

Before the call. Show the damage first, then talk through what happened. Photos help the assistant ask better questions and give the claims officer a clearer record.

What if I don’t know all the details?

Say what you know. Missing or uncertain details are flagged for follow-up rather than filled in with a guess.

Does AI decide whether my claim is approved?

No. Claimaroo organises the information and suggests a review route. A claims officer retains responsibility for coverage, liability and next steps.

LET’S TAKE THE FIRST STEP

You tell the story.
We’ll help with the details.

Try the claim experience ↗

Photos and a browser call · Demonstration only

A bump in the road.Not your whole day.