Headquarters:
Suite 11.02, Level 11, 360 Collins Street, Melbourne, VIC 3000
Year founded:
2009
Number of employees:
65
Phone:
+61 3 9629 5444
Email:
info@archinsurance.com
Website:
archinsurance.com.au
LinkedIn:
linkedin.com/company/arch-insurance-australia
“We have carefully selected claims professionals with relevant technical expertise in each area of risk we underwrite”
JOSEPH DONOVAN,
Arch Insurance
Joseph Donovan
Claims Manager – Australia
Ananya Tiwari
Third Party Claims Manager
Annie Swan
Senior Claims Handler
The Team
Joe Donovan joined Arch Underwriting at Lloyd’s (Australia) in May 2017 to manage the Australian Claims team. He has developed and implemented the claims service proposition across first-party and third-party lines and has expanded the team with a focus on technical expertise, service delivery, relationships, and optimal claims outcomes for clients.
Prior to joining Arch, Donovan held a senior financial lines claims position at Chubb Insurance, predominantly focusing on management liability, directors and officers’ liability and professional indemnity claims. Other roles include financial lines claims at Zurich Financial Services and banking and finance litigation at Gadens Lawyers.
Donovan holds a Bachelor of Commerce (Accounting)/Bachelor of Laws (Hons) and completed his graduate Diploma of Legal Practice in 2011.
Claims Manager – Australia
Joseph Donovan
Ananya Tiwari enjoys the collaborative and supportive team culture at Arch Insurance. She believes it’s important to work together, but to also have a mutual understanding on how colleagues can best support each other and grow as a team. Arch’s team has a policy of regular and continuous communication with brokers and other stakeholders to ensure the best outcomes for clients. By doing this, clients can expect swift, empathetic and proactive claims management that keeps them updated every step of the process. Tiwari says that for those who thinking of working in claims, it’s a really exciting and intellectually stimulating career path because no two days are the same.
Third Party Claims Manager
Ananya Tiwari
Annie Swan describes the Arch claims team as “friendly, approachable, and supportive”. There is always someone to bounce questions off and teammates help each other out when required. By keeping brokers in mind, she aims to be responsive and keep clients updated appropriately so that they can work together to obtain relevant claims information in a timely manner and to manage the expectations of insureds. Swan loves working at Arch, where she is consistently learning and facing new challenges in her role. It’s a fast-paced environment, and having excellent time management skills enables professional growth.
Senior Claims Handler
Annie Swan
“We have carefully selected claims professionals with relevant technical expertise in each area of risk we underwrite”
JOSEPH DONOVAN,
Arch Insurance
The Team
“We have carefully selected claims professionals with relevant technical expertise in each area of risk we underwrite”
JOSEPH DONOVAN,
Arch Insurance
The Team
Christian Rono
Claims Handler
Working at Arch has helped Christian Rono develop her role by working alongside experienced colleagues that have immense knowledge in the claims field. They always have each other’s backs and are able to help when needed. Having strong leadership in the team and in the business at large helps them provide excellent service to our clients. When dealing with brokers, Rono is transparent in all interactions and always responds promptly to any questions or updates required. Clients can be expected to be treated in a professional, friendly manner and can feel fully supported knowing that Arch always has their best interest in mind.
Claims Handler
Christian Rono
The Arch claims team is super supportive when it comes to development. They’ve made Jenet Shomshe feel welcome since her first day and they really do look after their staff. Their strategy with brokers is to be open and honest, and brokers can expect this in a professional but friendly manner. Shomshe previously worked in underwriting, but the team made it easy for her to grow in her position. It has been a great cultural experience for her.
Claims Administrator
Jenet Shomshe
Arch Insurance Australia provides specialised solutions to retail and wholesale clients across a diverse range of industries, professions and occupancies tailored for ASX-listed entities, sole traders and everything in between.
The firm’s service expectations are set to a high standard and achieved by ensuring Arch recruits claims professionals with the correct level of experience and knowledge, and by also ensuring the claims team is adequately resourced.
The Australian claims team is empowered and trusted by the business at an international level to drive claims outcomes, meaning that customers and stakeholders can be confident that communication will be:
· timely
· relevant
· without complexity
The claims team also prides itself on being knowledgeable and always putting the client first. The trust and respect between the team pushes performance to the very best and has enabled the firm to continue its growth trajectory.
“We have carefully selected claims professionals with relevant technical expertise in each area of risk we underwrite,” explains Joseph Donovan, claims manager. “This expertise and experience, combined with reliability and trust, provides our customers and stakeholders with confidence that all claims will be handled by a knowledgeable claims’ professional with an understanding of our customers’ business and risk.”
In addition, Arch’s professional development program also encourages claims professionals to continually develop their skills in the relevant fields they service, some of which are continually evolving.
Tainui McGregor
First Party Claims Manager
Rhonda Ghazal
Senior Claims Handler, Property
Michael (Mike) Abat
Senior Claims Handler, Accident and Health
Ayesha Omer
Claims Handler
Tainui McGregor joined Arch Underwriting at Lloyd’s (Australia) in June 2018. Since 2023, she has led the first party claims team, responsible for Commerical property, accident and health and corporate travel. Prior to joining Arch, McGregor led the claims and loss adjusting teams for a third-party administrator responsible for motor, strata, domestic, landlord, and high-net-worth clients. Originally from New Zealand, she led the claims team at Farmers Mutual Group prior to making Australia home.
McGregor holds a Bachelor of Arts and a Diploma in Financial Services. She is also an ANZIIF (Senior Associate) Certified Insurance Professional.
First Party Claims Manager
Tainui McGregor
Rhonda Ghazal joined Arch Underwriting at Lloyd’s (Australia) in September 2022 as a senior claims consultant for Arch’s commercial property claims. She has been in the insurance industry for over 27 years. Prior to joining Arch, Ghazal worked at Steadfast Claims Solutions, managing the mansions portfolio.
Other roles include Chubb Insurance, managing Commercial and high-net-worth claims. She also held a team leader role in the claims team for the retail business insurance at IAG, which comprised of commercial property, tool of trades, farm insurance, theft and fire motor claims insurance, motor fleet claims, and strata insurance.
Senior Claims Handler, Property
Rhonda Ghazal
Mike Abat joined Arch Underwriting at Lloyd’s (Australia) in September 2023 to manage complex accident and health claims. Prior to his time at Arch, he worked in the life insurance industry for five years as a senior claims specialist and claims consultant, dealing with income protection, total and permanent disablement, terminal illness and death claims.
Abat also has three years of experience working in the workers’ compensation industry under both WorkSafe governed agents as well as self-insured agents.
Senior Claims Handler, Accident and Health
Michael (Mike) Abat
Ayesha Omer joined Arch Underwriting at Lloyd’s (Australia) in July 2022. With over 10 years of work experience in the legal field, prior to Arch Insurance, she worked as a claims handler for Proclaim Management Solutions. She has experience working in personal injury, public liability, product liability, commercial law and contract law.
Omer holds a master’s degree in Corporate Social Responsibility and Corporate Law, as well as a Graduate Certificate in Professional Legal Practice.
Claims Handler
Ayesha Omer
Ayesha Omer joined Arch Underwriting at Lloyd’s (Australia) in July 2022. With over 10 years of work experience in the legal field, prior to Arch Insurance, she worked as a claims handler for Proclaim Management Solutions. She has experience working in personal injury, public liability, product liability, commercial law and contract law.
Omer holds a master’s degree in Corporate Social Responsibility and Corporate Law, as well as a Graduate Certificate in Professional Legal Practice.
Claims Handler
Ayesha Omer
Ayesha Omer joined Arch Underwriting at Lloyd’s (Australia) in July 2022. With over 10 years of work experience in the legal field, prior to Arch Insurance, she worked as a claims handler for Proclaim Management Solutions. She has experience working in personal injury, public liability, product liability, commercial law and contract law.
Omer holds a master’s degree in Corporate Social Responsibility and Corporate Law, as well as a Graduate Certificate in Professional Legal Practice.
Claims Handler
Ayesha Omer
Sarah M Stewart
Associate Vice President,
Leasing and Call Centre Operations
Karen Bannister, CM
Vice President, Marketing
Dave Longbottom
Chief Technology Officer
Alex Ventura
Head of Marketing
Damian Palovick
Senior Vice President of Underwriting
AXA XL – Delegated Authority Programs, North America
Dr. Mary Lavoie
Head of Risk Management and Senior Vice President
AXA XL – Delegated Authority Programs, North America
Mark Bernacki
Chief Underwriting Officer
Ryan Armijo
Chief Operating Officer, Underwriting Division
Bob Petrilli
President, Underwriting Division
Read on
IB Top Brokerages
Award Winner
Award Winner
ARCH INSURANCE
SPECIAL REPORT
Home
Bio
Read on
Award Winner
SPECIAL REPORT
Home
Bio
Read on
Award Winner
SPECIAL REPORT
Home
Bio
Medal
Small business
Brokers’ Pick – Professional liability
Broker's Pick – Personal Accident and Illness Insurance
Turnaround time – claims
BDM support
Broker communication, training and development
Overall service level
BDM support
BDM support
Medal
Overall service level
Broker communication, training and development
BDM support
Turnaround time – claims
Broker's Pick – Personal Accident and Illness Insurance
Brokers’ Pick – Professional liability
Small business
Medal
Overall service level
Broker communication, training and development
BDM support
Turnaround time – claims
Broker's Pick – Personal Accident and Illness Insurance
Brokers’ Pick – Professional liability
Small business
“We believe [our recent expansion] will enable us to provide enhanced serviceability across each of our accident and health products and facilitate meaningful relationships with our customers and stakeholders”
JOSEPH DONOVAN,
Arch Insurance
“We believe [our recent expansion] will enable us to provide enhanced serviceability across each of our accident and health products and facilitate meaningful relationships with our customers and stakeholders”
JOSEPH DONOVAN,
Arch Insurance
“We believe [our recent expansion] will enable us to provide enhanced serviceability across each of our accident and health products and facilitate meaningful relationships with our customers and stakeholders”
JOSEPH DONOVAN, Arch Insurance
collaboration
communication
inclusiveness
authenticity
It embodies these along with a finely tuned skillset, enabling it to stand out in the industry.
“It’s our willingness to consider unique circumstances and offer innovative solutions where other carriers may not,” says Christine Schneider, senior vice president, casualty claims. “Also, strategically executing on opportunities based on market conditions has continuously supported Arch’s growth.”
technical excellence
portfolio management
data analytics
focusing on communication
collaboration
These factors are actively and routinely reaffirmed by senior vice president and chief technical claims officer Francine Minervini.
She says, “We value technical expertise, fact-based and data-driven analysis, communication, and collaboration. Our process incorporates communication throughout the life of the claim and encourages communication with insureds, brokers, claims management, and our underwriters and actuaries.”
Eager to develop and become better, Arch has a raft of future plans to boost its offerings amid the rapid pace of technological change.
“We are in the midst of a system transformation that will modernize our claims system; we are also working with Strategic Analytics to introduce AI into the claims mail process,” shares Shiva Altadonna, senior vice president, claims shared services. “As a starting point, it will allow us to identify and route First Notice of Loss even faster to our claims professionals for handling and give quicker peace of mind to our customers that we are fanatical about responsiveness.”
Leadership encourages all segments of the business to be bold, take calculated risks, celebrate accomplishments, and learn from mistakes. The focus is placed on the goals of each initiative, along with the necessary specific strategies.
A key factor in Arch’s success has been the implementation of a new claims system that interlinks with the firm’s ‘North Star’ of placing employees in a position where they can add value on a daily basis.
Senior vice president, financial and specialty claims Brian Kristiansen says, “We segment claims by line of business and hire employees with experience in those lines. We provide them with additional training and mentoring to ensure the continued development of expertise in those lines.”
Another driver of Arch’s market-leading performance is its investment in data analytics and data transformation, increasing its ability to utilize business intelligence to improve product offerings and the abilities of its claims department, with a strong emphasis on claims handling and claims excellence.
In addition, the firm continuously seeks feedback from the broker community on any areas where they would like to see potential improvement, particularly in claims service. Arch Claims specifically has done considerable work around communication with brokers over the past year, including an extensive survey to solicit feedback on the claims experience.
Schneider says, “Through their commentary, we strive to be able to build even more trusting, respectful, and responsive relationships with all of our partners.”
The claims department underscores the importance of:
To streamline the claims process, Arch ensures there are:
· excellent working relationships with stakeholders and works closely with each to understand expectations and service requirements, whether it be claim, portfolio or customer specific
· not a ‘one size fits all’ approach but instead offers flexibility to stakeholders, in particular to brokers, regarding client-specific service expectations
· careful selection of service providers to ensure expertise across each risk exposure, and service providers who understand customers’ businesses and industries
· a pro-active approach with regulation in an evolving landscape by working closely with internal compliance and legal departments to ensure obligations for each customer are met
Illustrating the level of development in the claims team has been a recent expansion, to include dedicated accident and health claims professionals.
Donovan adds, “We believe this experience will enable us to provide enhanced serviceability across each of our accident and health products, and facilitate meaningful relationships with our customers and stakeholders. This is in line with our promise to consistently deliver excellence across each of our products.”
Arch’s ethos is geared towards being collaborative and sharing expertise, allowing individuals to grow and as a byproduct ensuring the firm remains a trusted industry partner.
“Employees at all levels within the organisation are empowered to bring new ideas, share knowledge and experience and grow professionally, all of which contribute to our continued success, growth and performance,” says Donovan. “Fundamental to these aims is maintaining a culture which helps us improve our ability to attract, develop, engage and retain top talent through our range of inclusion-focused initiatives.”
To streamline the claims process, Arch ensures there are:
· excellent working relationships with stakeholders and works closely with each to understand expectations and service requirements, whether it be claim, portfolio or customer specific
· not a ‘one size fits all’ approach but instead offers flexibility to stakeholders, in particular to brokers, regarding client-specific service expectations
· careful selection of service providers to ensure expertise across each risk exposure, and service providers who understand customers’ businesses and industries
· a pro-active approach with regulation in an evolving landscape by working closely with internal compliance and legal departments to ensure obligations for each customer are met
Illustrating the level of development in the claims team has been a recent expansion, to include dedicated accident and health claims professionals.
Donovan adds, “We believe this experience will enable us to provide enhanced serviceability across each of our accident and health products, and facilitate meaningful relationships with our customers and stakeholders. This is in line with our promise to consistently deliver excellence across each of our products.”
Arch’s ethos is geared towards being collaborative and sharing expertise, allowing individuals to grow and as a byproduct ensuring the firm remains a trusted industry partner.
“Employees at all levels within the organisation are empowered to bring new ideas, share knowledge and experience and grow professionally, all of which contribute to our continued success, growth and performance,” says Donovan. “Fundamental to these aims is maintaining a culture which helps us improve our ability to attract, develop, engage and retain top talent through our range of inclusion-focused initiatives.”
To streamline the claims process, Arch ensures there are:
· excellent working relationships with stakeholders and works closely with each to understand expectations and service requirements, whether it be claim, portfolio or customer specific
· not a ‘one size fits all’ approach but instead offers flexibility to stakeholders, in particular to brokers, regarding client-specific service expectations
· careful selection of service providers to ensure expertise across each risk exposure, and service providers who understand customers’ businesses and industries
· a pro-active approach with regulation in an evolving landscape by working closely with internal compliance and legal departments to ensure obligations for each customer are met
Illustrating the level of development in the claims team has been a recent expansion, to include dedicated accident and health claims professionals.
Donovan adds, “We believe this experience will enable us to provide enhanced serviceability across each of our accident and health products, and facilitate meaningful relationships with our customers and stakeholders. This is in line with our promise to consistently deliver excellence across each of our products.”
Arch’s ethos is geared towards being collaborative and sharing expertise, allowing individuals to grow and as a byproduct ensuring the firm remains a trusted industry partner.
“Employees at all levels within the organisation are empowered to bring new ideas, share knowledge and experience and grow professionally, all of which contribute to our continued success, growth and performance,” says Donovan. “Fundamental to these aims is maintaining a culture which helps us improve our ability to attract, develop, engage and retain top talent through our range of inclusion-focused initiatives.”