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Insurance Claims Handling (AU, UK, NZ, SG and IR)

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Overview

 

Airtasker Insurance is a third party liability policy that insures Taskers registered in the Airtasker marketplace for their liability to third parties for personal injury or property damage whilst performing activities (not otherwise excluded) during a task on Airtasker.

 

When a Tasker has damaged a property, the Poster or third party usually contacts us to make a claim through Airtasker Insurance.

 

There are two types of claims: Sub-excess and Over-excess.

 

  • Sub-excess are claims with values below $1,000 in Australia, £2,000 in the UK and NZ$1,000 in New Zealand.

  • Over-excess are claims with values above the insurance excess which is $1000 in Australia, £2000 in the UK and NZ$1,000 in New Zealand.

 

Insurance excess is the sum of money that needs to be paid by the insured (the Tasker) to the insurance company (CGU for AU, QBE for UK, Delta Insurance for NZ)  for any claim lodgement so that assessment can be done or settlement can be paid out to the claimant, in this case, the Poster or 3rd Party.

 

Note:

There is no insurance cover for Singapore and Ireland

 

Checklist

  • Confirm if the Poster/3rd Party has an Airtasker account.

  • Check if the email address used to contact us is their registered email address in Airtasker. Otherwise, we first need to do User verification.

  • Check if the Task was assigned.

  • Check the Task location. If from the UK, NZ, SG, IR assign the ticket to any I&D Team members available.

 

 

Insurance Documents

 

AUSTRALIA

Certificate of Currency (COC) Airtasker-COC_2020.pdf

Policy Schedule Policy_Schedule__Updated_April_2020_.pdf

Policy Wording NEW_CGU_Claims_Made_Liability_-_CID0346_REV1_0918.pdf

Excluded Activities Excluded_Activities.pdf - provide this if the incident happened on April 1 2019 onwards

 

UNITED KINGDOM

Certificate of Currency (COC) Certificate of Currency QBE.pdf

Policy Wording Insurance on Airtasker (UK) Policy Wording.pdf

 

NEW ZEALAND

Certificate of Currency (COC) COC - Airtasker New Zealand
Policy Wording NZ Delta Policy Wording
Policy Schedule NZ Schedule

 

Internal Process

 

GENERAL INSURANCE QUERY

 

Insurance Query

Scope

Macro

Tasker Personal Accident Cover

Any specific enquiry about Tasker injuring themselves or insurance coverage for injury to the Tasker.

 

Note: Personal injury will still be handled  same as property damage claim and can be denied if sub excess. If over-excess transfer to CGU.

 

If TPD (Total Permanent Disability) or death can be covered by CGU regardless of the amount.

 

IPCTPAC

General (non-specific)        

Any general (non-specific) enquiry about insurance and its coverage. Users asking whether Airtasker provides insurance.        

GIE

Specific or Scenario-based (General)

 

Users asking about insurance relating to a specific scenario or task.

 

For general insurance about specific coverage that doesn't fall under exclusions.

 

GIESIS

Specific or Scenario-based (Poor workmanship)

Enquiries about specific coverage for Taskers who do a bad/poor job.

GIEPW

Document Request

Users requesting for a copy of Insurance documents for their reference; Users who already visited the insurance link and wanting to secure a copy of the insurance policy.

POSTER: IDR (provide only the COC)
TASKER: IDRT (provide COC, policy schedule and policy wording)

Excess Details        

Users specifically ask about the excess details.

Note: Never provide the excess amount to the Poster/3rd party

GIEEP

Tasker reporting a potential Claim

Taskers contacting and reporting that they’ve damaged Poster’s property and are inquiring about Airtasker insurance.

IPCTIC

 

 

SPECIFIC INSURANCE QUERY

 

Some users may contact us and inquire if the Task they have posted or about to post is covered by Airtasker Insurance. If we have already provided the general information to the user and they insist on asking for the coverage, we may contact Modern Risk for confirmation.

 

Modern Risk is our insurance broker where we can seek insurance related advice.

 

 

 

 

Notes:

  • Modern Risk email: enquiry@modernrisksolutions.com 

  • When forwarding the information from Modern Risk to the user, we may quote their response. Sample ticket: 1980446

Reminders

  • We do NOT confirm if a task is covered or not covered by Airtasker Insurance.

  • We do NOT decline users in filing a claim even if the task is not covered by Insurance.

  • Airtasker must NOT proactively sell insurance on users. We need to advise them first to settle the matter directly with the other user.

  • Quality Assignment can handle General/Specific Insurance queries if there’s no Task or the Task is unassigned.

  • Insurance queries from Quality Assignment should be transferred to Task Resolution for the following scenarios:

  • User has an assigned/completed/closed Task.

  • User is inquiring about insurance but Task was taken offsite.

  • Unregistered email address/No account but would like to file a claim.

 

Insurance Claim: Pre-assessment

 

 

Checklist in reviewing incident report and evidence

Sub-excess and claims not covered/rejected by insurers

  • Review the details and information provided by both parties.

  • Investigate the Task such as the Task description, Tasker's offer prior to Task assignment, Task pm, when did the incident happened, did anyone admit liability, did they have direct settlement, and any attachment included to properly assess the incident.

  • Check  the pm if there's any indication of cash payment.

  • Review if there’s any issue of personal injury. If there is, highlight and consult with Kris Kadharman first.

  • Review the account history of both users if they have any previous claims record, dispute, poor workmanship and other complaints. Try to identify any pattern of behaviour.

  • Photos/videos should clearly show the damaged area or item. We may need to ask for photos showing the whole body of the item or whole area of the damaged property.

  • Quotes for repair or replacement should match with the claim amount of the Poster. Make sure to review the details of the quote thoroughly to ensure that it is the right quote for the right damaged item.

  • Make sure the date of the quote is after the date of the incident.

  • Quotes for repair and purchase invoice should be official and must clearly indicate the following:

  • Must be from a registered business with letterhead, ABN/CRN/NZBN, address and contact details.

  • Must specify the repair description and/or item/model number with the description of the product.

  • Itemized quote for each service and or item.

  • An electronic copy of the online purchase may be accepted as long as it can support the claim amount and we can confirm its legitimacy (ie. has the name of the business, address, date of purchase etc.).

  • Assess the risk involved in terms of possible further damage to the property and/or impact to the business if the claim is not settled, for example, if a broken window is not fixed, someone can break into the Poster's property and someone can get hurt in the process.

  • Assess the risk of escalation to the authorities or social media. This can be done by assessing the tone of voice of users in their emails.

  • Assess lifetime value of both users, Posters and Taskers. Do they complete or post/assign high value tasks, is there an increase in frequency of usage, what kind of tasks they normally post/assign ie. Poster could be using Airtasker to support his/her business for example furniture deliveries. Can we justify the money we are about to spend on them.

Notes:

Before rejecting or paying a claim, if there’s anything you are not sure of, please reach out to the I&D team members in TR Team Manila or Kris Kadharman in Sydney.

Over-excess

  • All information provided by the Poster and Tasker should be attached in the email sent to the insurer ie: photos of the damaged item, quote for repair/replacement, purchase invoice.

  • Share our investigation with insurers. Any email, PM, additional statement relevant to a claim, any pattern of bad behaviour i.e., deliberately not taking necessary caution during a task causing damage, etc, must be shared with insurers. We can send screenshots of PM, email etc. to insurers.

  • If we received any additional information from any user that is relevant to a claim, we must inform our insurers. i.e: tasker provided proof that he/she has settled the claim directly with the poster and there’s proof of the poster agreeing to accept this settlement.

  • If we discovered any additional information we have originally missed during our investigation, we must share it with insurers.

  • Any threat for escalations to the authorities/social media or demand for payment by the poster/3rd party must also be shared with insurers.

 

Insurance Claim: Post-assessment

 

Sub-excess Claims

 

Notes:

Reminders:

  • We usually settle only 50% of the initial claim amount provided by the Poster/3rd Party for Sub-excess claims. However, depending on the investigation and assessment, we may settle it in full.

  • When we decline claims $1000 and below, we shouldn’t be mentioning PW as the reason when we reject claims. We ALWAYS inform the user that the claim was declined due to sub-excess.

  • Claim Reference number for Sub-excess is: Airtasker-TaskID

  • If the sub-excess claim has been denied/withdrawn, and the Poster submitted a new claim that is over-excess, we will close the sub-excess claim and create a new Problem ticket for the over-excess claim. This is to separate the handling time of Airsupport and CGU.

 

Over-excess Claims

 

 

Notes:

  • Claim reference number - will still be CGU’s reference number

  • Claim Assessor - will still be CGU

  • The subject of the email can be updated to: Insurance Claims Over-excess change to Sub-excess TASK ID

  • ZD form for OB ticket to P is Outbound (Task related)

  • For Claims in NZ that are above NZ$1000 insurance excess, they need to be lodged within 14 days.

 

 

Contribution Request Process

 

 

Notes:

  • If a restricted Tasker comes back and would like to have their account reinstated, ZD ticket form for the new ticket will be Account Appeals form.

 

 

Weekly Settlement Request to Accounts

 

 

Notes:

 

Macros

  • General insurance macros > Zendesk > Q&A Team > Pre-completion > Insurance

  • Insurance claims macros > Zendesk > TR Team > Pre-completion > Insurance

 

 

FAQ’s

1. Admin Notes Format

(With typeform)

Action taken: Insurance claim recorded

Reason: Other

Description:

  • TR-INS

  • First / Second / third Insurance claim

  • Claim Ref number:

  • Claimant/Poster full name:

  • Insured/Tasker full name:

  • Task ID:

  • Claim Status: Partially Settled/Fully Settled/Denied/Withdrawn/Referred to CGU

  • Settlement amount of $$ offered by (CGU or Airtasker if there’s any)

(Without typeform)

Action taken: Other

Reason: Other

Description:

  • Potential Damage Concern

  • Indicate the reason such as no incident form received or settled directly with the Tasker

Insurance - Tasker Contribution

  • TR-INS.CONT: Account restricted No contribution payment

  • TR-INS.CONT: Account unrestricted contribution payment received

2. Can the Tasker pay a settlement amount in installments?

Yes. We can offer installment to Taskers. It could be 2 or 4 times installment weekly depending on your judgement. But if the Tasker failed to pay the installment, we need to restrict the account until proof of payment has been provided.

3. What if Poster already signed the deed poll and at the same time Tasker mentioned that they already paid the Poster for the damage, how do we proceed?

If there’s evidence of direct payment: No need to ask Tasker to pay the settlement amount and educate in the future to inform us if they made any direct payment to the Poster.

If no evidence of direct payment: Insist that we need them to pay the settlement amount required and if they really paid the Poster directly, they may provide us a screenshot of direct payment.

4. If Tasker’s account is already deactivated (personal reasons/KDU users), do we still require them to pay a percentage or do we settle it in full?

Yes, we still require them to pay a contribution/excess payment. However in our email we need to omit the part about limitation since their account is already deactivated.

5. What if the settlement offer was accepted by the Poster and at the same time the Poster would like to pursue the Tasker directly regarding the remaining amount, how do we proceed?

We can offer options to the Poster either to accept the settlement amount or pursue the Tasker directly with the full amount of their claim. Let the poster know that if they choose to pursue the Tasker, the offer we have made is then withdrawn and it won’t be offered at any time in the future and that the claim matter will be considered as closed off. We inform the Poster that we do not assist in contacting the Tasker to request the remaining amount as the settlement we offered is final.

6.  What if the Deed of release has already been signed but based on Task conversation Tasker and Poster agreed to just cancel the Task. Should we withdraw the offer or should we still proceed with the settlement and not ask for Tasker’s contribution.

Leave it as is as the deed of release has been signed. If we’ve already asked the settlement amount to the Tasker, we can get back to the Tasker and explain that it looks like that they’ve already made a settlement directly with the Poster thus we are waiving the settlement payment.

7. Poster is claiming for Airtasker insurance and Tasker expressed that they’ve already settled it directly with the Poster. Tasker was able to provide evidence of the settlement.

We can’t prevent Poster from making a claim, however if it’s sub-excess, we can immediately decline w/o settlement and explain that Tasker was also able to provide evidence of direct settlement. If it’s over-excess, forward to CGU and include the evidence provided by the Tasker.

8. In terms of subcon that is over-excess, if CGU requires that we’ll be the one to decline the claim, should we proceed?

Send a response to the poster that the claim is not covered due to subcontracting to an unregistered user, therefore the insurance policy does not apply. Just say that we note that you have decided not to obtain the details of the tasker by completing the sign off form as final assistance offered by Airtasker. We have therefore concluded this matter as closed off. Sample ticket #2540439

9. What if Poster comes back with a new quote (over-excess) after being declined due to sub-excess?

Poster's first claim was denied due to sub-excess then, later on, they insisted on making a claim for a new amount of $1100. We no longer need to ask them to complete another incident form. We can proceed in forwarding their claim to CGU and clearly indicate on the "note" part that Poster previously made a claim amounting $500 which was denied due to sub-excess.

10. What if two quotes or amounts have been provided by the Poster in the incident form?

Poster completed the incident form and indicated 2 claim amounts ($500 sub-excess) and ($1100 over-excess), no actual quote provided. we can proceed in forwarding the claim to CGU for assessment.

Poster completed the incident form and indicated 2 claim amounts ($500 sub-excess) and ($1100 over-excess), quote provided is only $500. We can ask confirmation from the Poster the correct amount they are claiming. If it's the $500, then follow sub-excess, if $1100 then we can proceed in forwarding this to CGU.

11. Third party claim

A third party is someone who is not the Poster or Tasker (either the Poster’s neighbour or friend). For any claims involving a third party, they should create an Airtasker account and should be the one to file the claim and not the Poster.

12. Refund tickets from CGU: Insurance Australia Limited - Payment Reference

We can use Side Convo to send an email to Lisa via accounts@airtasker.com. Advise that we received a refund from CGU amounting to xxx and include CGU reference number. Then attach the remittance document sent by CGU. Submit the ticket as Solved.

13. Business Numbers

  • The New Zealand Business Number (NZBN) is a unique 13 digit identifier for all New Zealand businesses, including companies, sole traders, partnerships, registered charities, trusts and government agencies.

  • The Company Registration Number (CRN) serves as a unique identifier in the register of the UK's Companies House. It consists of 8-10 characters – numbers and letters in some cases.

  •  The Australian Business Number (ABN) is a unique 11-digit identifier issued by the Australian Business Register (ABR)

 

 

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