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When a claim arises, brokers are often balancing client expectations, multiple stakeholders and complex circumstances. It's also one of the most important moments in the insurance journey.
The claims experience can shape confidence, trust and long-term relationships, making specialist expertise, clear communication and support critical throughout the process. While claims teams are often associated with resolving losses, their role extends beyond claim resolution, providing valuable insights that help inform future underwriting decisions. At DUAL, claims specialists work across liability, financial lines and cyber claims, partnering with brokers, underwriters, carriers and legal advisers to help facilitate efficient claims handling and support positive customer experiences.
The value of specialist claims expertise
As risks become increasingly complex, having access to specialist claims expertise can be just as important as having the right cover in place. This is particularly true in areas such as cyber and liability claims, where matters can involve multiple stakeholders, technical considerations and evolving exposures. DUAL New Zealand's Claims team is structured around specialist expertise, ensuring claims are handled by people with the appropriate knowledge and experience.
"I'm part of a small financial lines claims team in New Zealand, with primary responsibility for cyber claims. Being small, we cover a wide range of work – from lower-value employment disputes to large, complex, multi-party claims."
For Adam Weal, Senior Liability Claims Officer & Head of Cyber Claims at DUAL New Zealand, this variety is one of the most rewarding parts of the role.
Building trust through service
During a claim, brokers and clients are often navigating unfamiliar circumstances. Timely communication, clear expectations and consistent support can make a significant difference throughout the process. According to Adam, delivering a high standard of service remains central to successful claims handling.
"Delivering a high-quality service builds trust with brokers and clients and sustains long-term relationships."
This focus on service aligns closely with DUAL's broader claims philosophy: supporting brokers and clients when it matters most while ensuring claims are managed fairly, efficiently and with the appropriate expertise.
More than claim resolution
Claims teams do more than manage individual matters. They also provide insights that help businesses better understand risk, identify emerging trends and refine future decision-making. The relationship between claims and underwriting plays an important role in this process. Claims experiences can offer valuable learnings that help strengthen underwriting practices and support ongoing product development. By maintaining close collaboration between claims and underwriting teams, DUAL can draw on real-world experience to continually improve how it supports brokers and clients.
What brokers value in a claims partner
While every claim is different, several qualities consistently help support a positive claims experience:
Technical expertise: Specialist knowledge helps ensure claims are managed by professionals with the appropriate experience for the risk involved.
Clear communication: Keeping brokers and clients informed throughout the process helps provide certainty and transparency when it's needed most.
Collaboration: Successful claims outcomes often rely on close coordination between brokers, insurers, underwriters, legal advisers and claims professionals.
Consistency: A consistent approach helps deliver a reliable experience regardless of claim size or complexity.
Looking ahead
As the risk landscape continues to evolve, the role of claims professionals remains as important as ever.
For Adam, the most rewarding part of the job continues to be working with a wide range of stakeholders and helping support positive outcomes.
"The most rewarding moments are positive feedback from brokers or clients, showing we're delivering strong outcomes and supporting DUAL's reputation."
At DUAL, claims is about more than responding when something goes wrong. It's about providing expertise, support and partnership throughout the insurance lifecycle - helping brokers and clients navigate challenges with confidence.
The DUAL Claims team is deeply committed to excellent customer service and a culture of execution within the claims process. With a goal to settle each claim quickly, efficiently and fairly.
More information about DUAL Claims or to get appointed with DUAL.
Download our Claims team contact sheet.
Connect with Adam
Adam Weal
Senior Liability Claims Officer & Head of Cyber Claims NZ
+64 (0)9 973 0197
The information in this article is provided for general information purposes only and does not take into account any person's objectives, financial situation or needs. Insurance cover is subject to policy terms, conditions, limits and exclusions. Consider the relevant policy documentation before making any decision regarding insurance.
When a claim arises, brokers are often balancing client expectations, multiple stakeholders and complex circumstances. It's also one of the most important moments in the insurance journey.
The claims experience can shape confidence, trust and long-term relationships, making specialist expertise, clear communication and support critical throughout the process. While claims teams are often associated with resolving losses, their role extends beyond claim resolution, providing valuable insights that help inform future underwriting decisions. At DUAL, claims specialists work across liability, financial lines and cyber claims, partnering with brokers, underwriters, carriers and legal advisers to help facilitate efficient claims handling and support positive customer experiences.
The value of specialist claims expertise
As risks become increasingly complex, having access to specialist claims expertise can be just as important as having the right cover in place. This is particularly true in areas such as cyber and liability claims, where matters can involve multiple stakeholders, technical considerations and evolving exposures. DUAL New Zealand's Claims team is structured around specialist expertise, ensuring claims are handled by people with the appropriate knowledge and experience.
"I'm part of a small financial lines claims team in New Zealand, with primary responsibility for cyber claims. Being small, we cover a wide range of work – from lower-value employment disputes to large, complex, multi-party claims."
For Adam Weal, Senior Liability Claims Officer & Head of Cyber Claims at DUAL New Zealand, this variety is one of the most rewarding parts of the role.
Building trust through service
During a claim, brokers and clients are often navigating unfamiliar circumstances. Timely communication, clear expectations and consistent support can make a significant difference throughout the process. According to Adam, delivering a high standard of service remains central to successful claims handling.
"Delivering a high-quality service builds trust with brokers and clients and sustains long-term relationships."
This focus on service aligns closely with DUAL's broader claims philosophy: supporting brokers and clients when it matters most while ensuring claims are managed fairly, efficiently and with the appropriate expertise.
More than claim resolution
Claims teams do more than manage individual matters. They also provide insights that help businesses better understand risk, identify emerging trends and refine future decision-making. The relationship between claims and underwriting plays an important role in this process. Claims experiences can offer valuable learnings that help strengthen underwriting practices and support ongoing product development. By maintaining close collaboration between claims and underwriting teams, DUAL can draw on real-world experience to continually improve how it supports brokers and clients.
What brokers value in a claims partner
While every claim is different, several qualities consistently help support a positive claims experience:
Technical expertise: Specialist knowledge helps ensure claims are managed by professionals with the appropriate experience for the risk involved.
Clear communication: Keeping brokers and clients informed throughout the process helps provide certainty and transparency when it's needed most.
Collaboration: Successful claims outcomes often rely on close coordination between brokers, insurers, underwriters, legal advisers and claims professionals.
Consistency: A consistent approach helps deliver a reliable experience regardless of claim size or complexity.
Looking ahead
As the risk landscape continues to evolve, the role of claims professionals remains as important as ever.
For Adam, the most rewarding part of the job continues to be working with a wide range of stakeholders and helping support positive outcomes.
"The most rewarding moments are positive feedback from brokers or clients, showing we're delivering strong outcomes and supporting DUAL's reputation."
At DUAL, claims is about more than responding when something goes wrong. It's about providing expertise, support and partnership throughout the insurance lifecycle - helping brokers and clients navigate challenges with confidence.
The DUAL Claims team is deeply committed to excellent customer service and a culture of execution within the claims process. With a goal to settle each claim quickly, efficiently and fairly.
More information about DUAL Claims or to get appointed with DUAL.
Download our Claims team contact sheet.
Connect with Adam
Adam Weal
Senior Liability Claims Officer & Head of Cyber Claims NZ
+64 (0)9 973 0197
The information in this article is provided for general information purposes only and does not take into account any person's objectives, financial situation or needs. Insurance cover is subject to policy terms, conditions, limits and exclusions. Consider the relevant policy documentation before making any decision regarding insurance.