Insurance Brokers can be your Claims Advocate When It Counts*

For business owners who value proactive advice, genuine advocacy, and real outcomes at claim time
protecting your business isn’t just about the policy you buy — it’s about the partner you choose when the pressure is on.

Business Insurance matters most on your worst day — and that’s where a good business insurance broker kicks into action.

At claim time, a good insurance broker manages the process, negotiates with insurers on your behalf, and strives to have your claim resolved efficiently, accurately, and in your best interests.

Below are some of ways an insurance broker can help business owners at claims time and some real life examples of how the team at Smart Business Insurance have helped get business owners a positive claims outcome.

1. Expert Guidance

An insurance broker provides professional advice at the outset of a claim, helping the client:

• Understand the claims process, timelines, and expectations.
• Interpret the insurance policy terms, conditions, and exclusions.
• Advise whether a claim should be lodged and how it might impact future premiums.
• Recommend immediate steps to minimise damage or loss.

2. Initial Claims Advice

Brokers assist clients in the early stages by:

• Helping fill out and submit the claim form correctly and promptly.
• Advising on what supporting documents are required (such as invoices, photographs, incident reports).
• Setting expectations regarding the documentation and evidence that may be needed for assessment.
• Guiding the client through initial mitigation actions (e.g., emergency repairs, temporary relocation).

3. Expertise

Brokers bring technical knowledge to:

• Review policy wording to ensure the client’s entitlements are fully recognised.
• Identify potential grey areas where claims might be wrongly declined or underpaid.
• Navigate complex claims involving multiple policies (e.g., property, business interruption, liability).
• Interpret loss adjuster reports and advocate for fair treatment based on the facts and policy coverage.

Smart Business Insurance Managing Director, Mark Vanzo ,says “insurance broker expertise really needs to kick in at claims time.  The Smart Business Insurance team handled over 140 claims in the last 12 months. While for most business owners, a claim is a relatively infrequent event, and a disruption to their everyday business activities , our team members handle claims and talk to insurance company claims departments and assessors daily. So, as an insurance broker, we can help guide business owners through the nuances of a business insurance claim. Below is a recent example of a public liability claim handles by Senior Account Executive Justin for a mid sized Commercial Cleaner .”

Case Study – Insurance broker support on a mid-size cleaning business public liability claim.

Provided the cleaning business owner with clarity allowing them to communicate positively and maintain their client relationship.

A cleaning business client of Smart Business Insurance used the wrong chemical at a Council Library, damaging all the flat surfaces. Justin acted as the intermediary between the cleaning business owner , and the Insurer, to smoothly arrange settlement and excess payments. As a result, the cleaning business owner was able to advise their client them that settlement would be processed and paid.
The cleaning business owner was able to keep their client satisfied, maintain their relationship, and take care of their cleaning responsibilities without any additional stress.

4. Liaison with Insurers

Throughout the process, the broker:

• Acts as the primary communicator with the insurer, claims officers, and loss adjusters.
• Coordinates inspections, site visits, and assessments.
• Ensures that the insurer remains aware of all submitted evidence and arguments.
• Pushes for timelines to be adhered to, minimising client frustration over delays.

Smart Business Insurance, Managing Director, Mark Vanzo says “business owners can benefit from an insurance brokers expertise, insurer relationships and support even when on the surface the claim should be simple, and in a perfect world, the business owner would be able to easily handle the claim directly with the insurer and/ or their suppliers.
An example of this was a claim handled by Smart Business Insurance Senior Account Executive,  Rosemary E Vanzo , that appeared so easy on the surface that the clients initially lodged the claim themselves .”

Case Study – Insurance broker support making the claims process stress-free with multiple commercial motor claims:

Business owner had a glass damage claim in which they lodged themselves direct with O’Brien Glass.

• Business owner had another glass damage claim 1 week later (different panel of glass) same persons.
• Business owner tried to lodge a claim direct however was advised that as they had already lodged a claim O’Brien would not accept a 2nd claim.
• Rosemary lodged the second claim on behalf of the business owner over the phone and explained the 2nd circumstances (took approx an hour).
• Rosemary assisted business owner with chasing up both O’Brien and Insurer for updates on when the glass would be installed.
• When the person who broke the glass was caught Rosemary liaised with insurer to obtain copy of invoice to be provided to the police so charges could be laid.
• Business owner happy and provided rosemary and SMART with 5 STAR google review below:

5 star review for Rosemary for taking away the stress with a claim:

“We have been using Smart for our insurance needs for years and they have always looked after our best interests. When we had to place a claim a couple years ago, Rosemary took care of everything with the insurance company to get things repaired. She is so lovely to deal with and takes the stress away of shopping for the best policies every year. Highly recommend Smart to any business looking for a fantastic insurance broker..”

5. Strong Relationships with Insurers

A key broker strength is leveraging relationships:

• Brokers often know insurer processes and personnel, helping to escalate matters when needed.
• They can negotiate informal resolution pathways before a formal dispute arises.
• A broker’s professional reputation may encourage insurers to be more responsive and flexible.

6. Claims Advocacy

Brokers advocate fiercely for clients by:

• Challenging denied or partially paid claims where appropriate.
• Preparing counter-arguments and supporting documentation.
• Advising on external dispute resolution options (such as the Australian Financial Complaints Authority [AFCA] if in Australia) if negotiation fails.
• Supporting clients in settlements and ensuring payment is made promptly and accurately.

Smart Business Insurance Managing Director,  Mark Vanzo says ”large claims can be complicated and nuanced. Clients often need support and advocacy. A clients situation and objectives can change mid-way through a claim and it’s our job as a broker to pivot in line with client’s situation and communicate clearly and with empathy with the insurers and loss assessors so that they understand what the client wants to achieve – even if that means a change in direction.  Below is an example of a complex Commercial Property Claim; handled by Senior Account Manager, Natalia Vanzo“

Case Study –Natalia resolves complex commercial property claim.

Background:
A Smart Business Insurance client, a property owner with a portfolio of commercial buildings, experienced substantial damage to an unoccupied property following a severe storm event. The commercial property, which held heritage status, suffered structural impact—most notably, significant damage to the roof and a complete collapse of its boundary fencing.

Challenges
This particular property was:
Unoccupied at the time of the incident,
Heritage listed, requiring specific and often more complex repair considerations,
Only half of the roof was damaged, creating complications in both the scope of repairs and the basis for cash settlement discussions.
the commercial property was insured under an Industrial Special Risks (ISR) Policy that covered multiple properties, with an excess of $10,000 specifically applied to claims on unoccupied premises,
Midway through the claim process, the client sold the property with the settlement requiring removal of restrictive occupancy.

Smart Business Insurance Strategic Involvement
SMART played a crucial role in advocating for the client throughout the claim process. Key areas of support included:

Excess Reduction Negotiation:
SMART successfully argued that the unoccupied status had no bearing on the cause of the damage. As a result, the insurer agreed to reduce the excess from $10,000 to the standard $2,500—saving the client $7,500 immediately.

Emergency Works Reimbursement:
Following urgent council directives, the insured undertook over $10000 in emergency works to mitigate risk. SMART secured full reimbursement for these costs with the insurer.

Coordination and Oversight:
SMART arranged and facilitated meetings between the insurer’s builder, the loss adjuster, and the client to keep the claim moving forward.

Cash Settlement Negotiation
As the claim developed, the insurer’s builder implemented a significant make-safe repair for the roof at a cost of over $60,000, which was fully covered by the policy.
After negotiations where SMART represented the commercial property owners interests, it was agreed by the client, loss adjustors and insurers that a cash settlement to address the remainder of the building works would allow the owner to achieve their objective of selling the property. The insurer initially offered only around $65,000.

Outcome
After persistent negotiation and close collaboration with both the insurer and claim assessor, SMART secured a final cash settlement of approximately $100,000 for the insured. Combined with the previously reimbursed emergency expenses, the total recovery for the client was approximately $115,000.
The successful settlement allowed the client to move forward with the property sale, concluding a complex claim with a positive outcome.

SMART’s Value Delivered
Achieved excess reduction from $10,000 to $2,500
Secured full reimbursement of emergency works costs
Make-safe repairs completed at the property costing approximately $60,000
Oversaw claim management
Facilitated key stakeholder meetings
Negotiated a substantially improved cash settlement offer
Delivered a total payout of ~$115,000 to the commercial property owner; plus over $60000 of repairs
Commercial property owner was able to reach their goal of selling the property.

7. Documentation and Evidence Gathering

Brokers actively assist clients to:

• Collect and prepare documentation such as repair quotes, valuations, police reports, receipts, and witness statements.
• Ensure the evidence meets the insurer’s standards to avoid unnecessary rejections or delays.
• Help manage third-party experts (e.g., builders, forensic accountants) when required.

8. Emotional Support During the Process

Beyond technical assistance, brokers play a human role by:

• Providing reassurance during stressful times, particularly after traumatic losses (e.g., fire, burglary, natural disaster).
• Managing client emotions and stress when dealing with the often slow and bureaucratic nature of claims.
• Acting as a trusted advisor who listens, empathises, and remains a constant advocate.

9. Client Education and Future Risk Management

After a claim, brokers help clients by:

• Reviewing what went well and what issues arose during the claim.
• Advising on policy changes needed to avoid future shortfalls (e.g., increasing sums insured, adding extensions like flood or cyber cover).
• Suggesting practical risk management strategies to minimise the chance or impact of future claims.

10. Ongoing Communication

Finally, a broker ensures there is:

• Clear, frequent, and honest communication throughout the life of the claim.
• Proactive updates on claim progress and expected next steps.
• No “black hole” of silence — keeping the client informed even if there are no major updates.

Summary

An insurance broker is not just a paperwork handler. They are:

• An advisor,
• A negotiator,
• A technical expert,
• And a support system for clients during one of their most vulnerable times.

Having an insurance broker involved often results in faster, fairer, and less stressful claim settlements.