About us.

Hello Claims is an end-to-end motor assessment & repair solution. We provide award-winning services infused with ground-breaking technology to handle motor vehicle claims on behalf of insurance business and fleet managers.


Hello Claims commenced in 2014 as a small business based in Sydney NSW, led by our founders Nick Herford and Matt Hanson. Since then we have expanded to multiple locations across Australia and New Zealand while partnering with amazing clients.

Indeed, we’ve come a long way since our humble beginnings:

  • We’ve expanded to provide nationwide coverage in both Australia and New Zealand.
  • We’ve created Repair Plus, Australia’s only true one-stop-shop to manage assessments and repairs from start to finish through our nationwide Repair Plus Network
  • We offer assessments and repairs on any vehicle type and continue to provide solutions that reduce costs and turnaround times to get your customers back on the road faster
  • We’ve built a dedicated Complex Assessing Team to focus exclusively on heavy vehicle, machinery and liability claims
  • We’ve continued to build out our proprietary technology platform to turbocharge our assessing & repair services
  • We’ve won multiple industry awards including Service Provider of the Year finalist for 2022, 5-Star Insurance Innovator for 2021 and 5-Star Insurance Technology for 2022 in Australia and New Zealand


Our services.

Our service offerings include:

  • Complex Assessing: Our dedicated Complex Assessing Team focus exclusively on heavy vehicle, machinery and liability claims.
  • Repair Plus: Australia’s only one-stop-shop to manage assessments and repairs from start to finish.
  • Digital Assessing: Remote digital assessing ensures faster turnaround, without sacrificing accuracy.
  • Live Video Assessing: Our assessors guide the smash repairer or customer in real time through live video streaming on their mobile device.
  • On-Site Assessing: Our nationwide assessors physically assess the damaged vehicle on-road or in a repair shop.
  • Towing & Car hire: We work with major providers on your behalf to find the lowest cost at pre-agreed rates, and then allocate directly.



Any vehicle type, Australia-wide.



Our key people.


Nick Herford Headshot

Nick Herford
Managing Director

Nick started his career as a panel beater and has worked extensively on light and heavy motor. After managing many assessing & claims teams for large insurance companies (including complex claims over $10m) and working on major CAT events across the globe, Nick co-founded Hello Claims in 2014. Nick is a Senior Associate of ANZIIF, a Fellow of AICLA, a member of the Institute of Automotive Mechanical Engineers and holds numerous business qualifications.


Matt Hanson Headshot

Matt Hanson
Executive General Manager, Technology & Innovation

Matt, the other co-founder of Hello Claims, is an insurance professional and loss adjuster for 27 years, with wide ranging experience in machinery and liability claims, both within Australia and overseas. As an ANZIIF Fellow and with a Bachelor’s in Management, Matt leads our technology division to architect industry leading solutions that drive an awesome customer experience, not previously seen in the insurance industry.


Stuart Hickman Headshot

Stuart Hickman
Business Development Manager

Stuart has worked for over 25 years in the motor insurance industry, holding senior claims management roles for all major insurers in Australia in both the direct and intermediated broker markets. He has a deep understanding of the insurance market and a keen ability to identify new business opportunities. He excels at building and maintaining relationships with key clients and partners and is a strong negotiator and communicator.


Sharnie Thomson Headshot

Sharnie Thomson
General Manager New Zealand

Sharnie Thomson’s insurance journey started in 2014 during a catastrophe, showcasing her customer focus. With a shift from property to motor, she found passion in heavy vehicles. Joining Hello Claims NZ in 2018, she rose to General Manager, leading a successful team delivering top-notch services nationwide.