MAS Launches In-House Motor Assessors to Streamline Claims Process
MAS, a New Zealand-based mutual insurance provider, has introduced a team of in-house motor assessors to expedite the claims process for motor vehicle incidents. This move directly responds to member feedback calling for faster and more efficient claims handling.
Previously, total loss claims were outsourced to third-party assessors, resulting in delays ranging from eight to 34 days. The new in-house team is expected to significantly reduce these processing times. According to Chris Sutherland, MAS chief general insurance officer, “Having in-house expertise means members have the convenience of an even smoother claims experience with more support at each step.”
The in-house assessors bring substantial industry expertise and maintain relationships with certified repairers, ensuring members access highly skilled technicians and quicker repair times. In one instance, MAS resolved a total loss claim in just over four hours, a significant improvement from the previous system.
This development comes amid rising car insurance premiums in New Zealand, with many drivers reducing their coverage due to financial pressures. A survey by Interest.co.nz found that insurance costs rose by 14% in the year ending March 2024, with car insurance costs becoming a significant burden for many households.
In addition to introducing in-house assessors, MAS has launched a new brand campaign in partnership with EightyOne creative agency. The campaign, featuring video advertising for the first time, aims to address financial concerns that keep New Zealanders awake at night, offering reassurance through MAS’s insurance and investment products.
“MAS is this wonderful little secret in the financial services industry that we want to share with more like-minded New Zealanders,” said Matt Harvey, MAS chief marketing and distribution officer. The campaign will run across various platforms, including cinema, online video, outdoor advertising, and social media, focusing on providing peace of mind to members.
