Case study: Hello Claims saves client $100k+ on a heavy & complex claim.

By admin

Heavy and complex motor vehicle assessments are generally used for high-value, highly technical and detailed claims where more stakeholders are involved than a standard vehicle assessment.


At Hello Claims, we’re all about building trust with our clients – giving you the confidence that we’ll promptly get the job done right, with an accurate result.


Hello Claims was appointed to assess a claim for an excavator. The claim arose when the owner-operator of the excavator was reforming the walls of a dam due to wet weather; consequently, during the course of this work, the excavator slipped down the banks and into the water. The customer did not have Business Interruption insurance and relied on their motor vehicle insurance provider to resolve the matter efficiently.


The claim was lodged through their broker, who realised the urgency of the situation and contacted Hello Claims for assistance. A Complex Claims assessor from Hello Claims contacted the insured, who was still on site and facilitated a live assessment which was as simple as the insured clicking a link the assessor sent via text message. The live assessment was conducted within one hour of the incident – videos of the excavator were sent to the nearest repairer and three salvage operators for review, advice, and costs to be submitted.

A total loss of the heavy vehicle would have amounted to approximately $130,000.



The repairer reviewed the information sent by Hello Claims and advised that if the excavator could be sent to them within 24 hours, they could have it flushed, cleaned and repaired. The same day the live assessment was completed, the excavator was salvaged, and by the next morning, it had been transported to the repairer, who conducted the recovery and repair of the heavy vehicle for a total of $17,500.


Thanks to Hello Claims’ dedicated assessing team and efficient technology, the insured could get their excavator back in action in less than 8 business days for a total cost of $26,000. This saved the insurer a significant amount and resulted in minimal business interruption for the insured.






Our heavy and complex assessing division infuses traditional loss adjusting skillsets with state-of-the-art technology and processes – helping insurers and their insureds achieve the best possible outcomes in circumstances that often seem uncontrollable.



Want to learn more?


Are you interested in learning more about how Hello Claims’ heavy and complex motor assessments can help you?


Contact us today to get in touch with a motor claims expert!






Hello Claims Pty Ltd ABN 15 601 752 078 is a Corporate Authorised Representative (AR No. 001291076) of Insurx Pty Ltd ABN 85 628 930 334; AFSL 528534. The information in this article is general in nature and does not take into account the investment objectives, financial situation and particular needs of any particular person. Past performance is not an indicator of future performance. Hello Claims Pty Ltd and its related bodies corporate make no recommendations as to the merits of any financial product or financial services referred to in this article, its website, emails or its related websites. Before acting on any information in this article, you should consider the appropriateness of it, having regard to your specific financial circumstances and requirements. In particular, you should consider obtaining independent financial, legal, taxation and accounting advice to ascertain whether you should acquire any financial services described in this article.


Hello Claims is the most rigorous and transparent motor assessment & repair solution in Australia. We provide award-winning services infused with ground-breaking technology to manage motor vehicle claims on behalf of insurance businesses and fleet managers.

Hello Claims Australia

 477 Pitt Street Haymarket NSW 2000

 1300 hello 1 (1300 435 561)

Hello Claims New Zealand

 12-14 Northcroft Street Takapuna Auckland 0622

 09 8280063