Our substantial risk appetite, generous global capacity and exceptional staff with local expertise and authority give us the edge in finding solutions to complex insurance risks.
Our claims promise
Our integrated claims service is built on a simple principle: we aim to deliver value by supporting clients at every stage of the relationship.
Working together as one team
Acting decisively
Paying fairly and dependably
Our approach
At Liberty you’ll form relationships with a fully integrated team of underwriters, risk engineers and claims specialists.
We thrive on handling claims of all types – including large, complex losses – with the passion, significant local authority and market-leading experience needed to drive solutions that make a genuine difference.
Our integrated claims service aims to deliver value throughout our relationships.
To make that happen we work together as one integrated team, engaging early to help shape policies and ensure shared understanding. We act decisively, when and where it matters, giving local specialists authority to act in their clients’ interest. We pay out valid claims fairly and dependably, accessing formidable global resources.
As a result, our clients can feel confident, involved and protected - knowing that we are their partners, providing continuity and assurance, which helps to reduce risk in an unpredictable world.
Report a claim
Our approach is personal. If you are an insurance broker and think your client may have a claim, we encourage you to call or email a claims specialist from the relevant product line.
We assign you a single point of contact– this helps us truly understand your clients and their business and makes claims resolution simpler and faster.
If you aren’t sure who to contact, simply send us an email at claimsasiapacific@libertymutual.com and we will help direct you to the most relevant person.
Claims+
Asia Pacific Claims+ Brochure
Every year we manage more than 13,000 claims across Asia Pacific
Here’s what some of our broker partners and clients had to say about our claims service:
"In our experience we find Liberty to consistently possess talented and knowledgeable claims staff, who take pride in customer service and are highly responsive. Liberty are another leading carrier who we find put their claims proposition at the heart of their business. Both on the casualty and financial lines side, they have great operators who are excellent to work with, and are open to hearing our submissions and positions on coverage and/or working through complex issues across a cast range of clients."
"We are always excited to see Liberty in a tower program as their local relationships with carriers and coverage counsel alike and their proactivity are often integral to supporting (us) and the client to obtain consistency and market collaboration, with a focus on protecting shared interests in minimising large loss exposures."
“The timeframe that you have turned this around in is quite exceptional and I will be using you as an example next time I am complaining to (other) insurers about their constant hold-ups in paying claims.”
"We are pleased with Liberty’s claims service and the coordination and communication with everyone involved. In particular your proactive approach to communicating with the claimants and colleagues so they were kept constantly informed of developments along the way. We appreciate your support and how you served the client on this program."
“Instead of just denying the claim because of the misdeclaration of the cargo in the bill of lading, Liberty studied other options, understood the actual circumstances of the claim and came up with a win-win solution for both client and insurer. Other insurers would have just taken the easy way out and denied the claim.”
"A terrific example of collaboration from start to finish and the client is very pleased and looking forward to further defining the claims handling piece post renewal with Liberty."
“The client thanked the Liberty team for their input and took comfort from the fact that they are in good hands with Liberty’s claims team leading them through this open matter. They recognise Liberty has the engineering expertise to “talk their language” and understand their business.”
Property damage case study - Blooms The Chemist, Penrith
Fast track claims
Whether your claim is complex or straightforward, our goal is to resolve it as quickly as possible.
Liberty’s Fast Track is a service we have offered for eligible Commercial Property losses since 2016. Our Commercial Property team will triage your claim and if appropriate, work with you and your broker to resolve it as quickly and efficiently as possible.
Fast Track is another demonstration of our commitment to paying claims fairly and promptly – for Mutual Advantage.
Recovering uninsured losses for a packaged food manufacturer
Recoveries
At Liberty, we have a dedicated Recoveries team that specialises in handling subrogated recovery actions.
We know that it takes a focused approach with expertise in recoveries. Ranging from simple through to complex recoveries, our recovery manager works closely with our claims and underwriting teams to deliver mutual advantage.
We’re always looking out for our client’s best interests; we attempt to recover uninsured losses and insured excesses. Better recoveries lessen the impact to the insured’s claims profile and assists to keep premiums at manageable levels.
Meet the Australian Claims team
James Thomas
Sydney
