New Zealand-based ICMIF member MAS (Medical Assurance Society) has implemented a significant upgrade to its motor claims process by introducing a dedicated team of in-house motor vehicle assessors. The change is designed to reduce delays in the claims process, providing faster assessments and decisions for members in need of motor vehicle repairs or settlements.
Previously, MAS outsourced total loss claims to third-party assessors, which often resulted in delays ranging from eight to 34 days. By bringing this function in-house, MAS aims to provide quicker turnaround times, with some claims already being resolved in as little as four hours.
Chris Sutherland, Chief General Insurance Officer, MAS (New Zealand), emphasised that the initiative was driven by member feedback. “Our members wanted a faster, smoother claims experience. By having in-house expertise, we can offer more control over the claims process and greater support at each step,” said Sutherland.
The new in-house team consists of experienced assessors who maintain strong relationships with certified repairers. This ensures that members benefit from quick decisions and high-quality repairs, further improving their overall experience.
Rising insurance costs in New Zealand
This operational improvement comes at a time when many New Zealanders are facing rising car insurance premiums. Data from Statistics New Zealand showed that insurance costs increased by 14% in the year ending March 2024. Due to financial pressures, many drivers are opting for more basic coverage, such as third-party or third-party, fire, and theft insurance, rather than comprehensive cover.
Despite the rising costs, MAS says it remains committed to offering its members exceptional service and innovative solutions that meet their needs in a challenging financial climate.
New brand campaign highlights MAS’s member-focused approach
In addition to improving its claims process, MAS has launched a new brand campaign to strengthen its connection with both existing and potential members. The campaign, developed in partnership with the creative agency EightyOne, is MAS’s first to feature video advertising. It aims to address financial concerns that may be keeping New Zealanders awake at night and highlights MAS’s range of insurance and investment products, designed to offer peace of mind.
Matt Harvey, Chief Marketing and Distribution Officer, MAS (New Zealand), explained that the campaign is about sharing the mutual insurer’s unique approach. “MAS is this wonderful little secret in the financial services industry that we want to share with more like-minded New Zealanders. We’re proud of our world-class service and premium products, and we look forward to welcoming more Kiwis into this great mutual,” said Harvey.
The campaign runs across various platforms, including cinema, online video, outdoor advertising, and social media. It marks a new chapter for MAS as it seeks to reassure members and attract new ones, offering solutions that help secure their financial future.
