Claims Hero The Podcast

Claims Hero

Sharing educational content that empowers consumers to better understand and manage the often complex and stressful claims process.

Episodes

  1. Episode 8 - Claims Hero and Advocacy | Claims Hero The Podcast

    30 May

    Episode 8 - Claims Hero and Advocacy | Claims Hero The Podcast

    Every Australian dealing with an insurance dispute needs to understand the role advocacy can play when claims become delayed, disputed or overwhelming. In this episode of the Claims Hero Podcast, Luke Dugdell, Managing Director of Claims Hero, is joined by Lucas Bik, Claims Executive at Claims Hero, to unpack the important role of insurance claims advocacy in Australia. The discussion focuses on how insurance claims are managed, the challenges policyholders commonly face when dealing with insurers, and the practical steps homeowners and small businesses can take to improve their chances of a fair outcome. If you are searching for help with insurance disputes, delayed insurance claims, storm damage claims, water damage insurance claims, mould claims, or denied home insurance claims, this episode provides practical, real world guidance. We break down the most common causes of disputes, key red flags to watch for, the importance of early action, proper documentation, expert evidence, and when to escalate matters through complaints or AFCA. Whether you are already dealing with an insurance claim or want to avoid problems before they start, this episode gives you clear, step by step information. In this episode, you will learn:  How insurance claims advocacy works in Australia  Common issues homeowners face during insurance claims  Why delays, poor communication, and incomplete assessments can impact outcomes  The importance of documentation and evidence during a claim  When to escalate disputes through complaints processes or AFCA  Practical ways to protect your rights during a home insurance claim  The role advocates can play in complex storm, water damage, and mould claims  Key mistakes policyholders should avoid when managing insurance disputes Featured Guest: Name – Lucas Bik - Claims Executive, Claims Hero LinkedIn – / lucas-b-18527b229 Website – https://claimshero.au/lucas-bik/ Host: Luke Dugdell – Managing Director, Claims Hero LinkedIn – / luke-dugdell-47b70594 Website – https://claimshero.au/luke-dugdell/ About Claims Hero: Claims Hero helps Australians who are struggling with insurance claims, including home, contents, storm, flood, water damage, and mould related claims. We advocate for homeowners, families and small businesses to ensure insurers meet their obligations and deliver fair outcomes. Learn more – https://claimshero.au Read our blogs – https://claimshero.au/blog/ Join our Facebook community: Insurance Claims and Complaints Australia – Q&A / 885367579208925 Follow us on Facebook – / claimshero Follow us on LinkedIn – https://www.linkedin.com/company/clai... Follow us on Instagram – / claims.hero Follow us on TikTok – / claimsheroau Useful Links: AFCA – https://www.afca.org.au Insurance Council of Australia – [https://www.insurancecouncil.com.au](https://www.insurancecouncil.com.au) Next Episode: To be announced Disclaimer: Hero Group Services Pty Ltd (ABN 94 664 371 546), trading as Claims Hero | AFSL 551821. Claims Hero does not provide financial or legal advice. If you need specific financial or legal advice, you should seek the advice of a qualified expert. All information contained on Claims Hero’s social media, YouTube and website is for information purposes only.

    1hr 16min
  2. Episode 7 - Home Insurance Claim Assessments and Expert Reports | Claims Hero The Podcast

    5 May

    Episode 7 - Home Insurance Claim Assessments and Expert Reports | Claims Hero The Podcast

    Every Australian homeowner needs to understand how insurer assessments and expert reports actually work before relying on them in a home insurance claim. In this episode of the Claims Hero Podcast, Luke Dugdell, Managing Director at Claims Hero, is joined by Karim Oreb, Claims Executive at Claims Hero, to break down how insurance claim assessments are conducted, the role of expert reports, and why these reports are often central to claim approvals and denials. They unpack the different types of assessments including building, roofing, leak detection, engineering, and mould inspections, and explain how insurers rely on external experts to determine causation, scope, and liability. The discussion highlights systemic issues identified by ASIC, Code Governance Committee reviews, and post catastrophe inquiries, including poor quality reports, over reliance on assumptions, and lack of transparency. If you are dealing with a home insurance claim for storm damage, flood damage, water ingress, fire, or mould, this episode provides practical guidance on how to prepare for assessments, what evidence to provide, how to identify flaws in expert reports, and how to challenge incorrect findings. Luke and Karim also explain how artificial intelligence is increasingly being used in claims handling, where it can assist, and where it creates risk if relied on incorrectly. You will learn how to protect your position, build evidence, and escalate disputes effectively through complaints or AFCA if required. In this episode, you will learn: ◼️ What an insurance assessment is and how insurers use expert reports ◼️ The different types of experts involved in home insurance claims ◼️ Why expert reports are often flawed or incomplete ◼️ How insurers rely on maintenance and pre existing damage arguments ◼️ The importance of causation in claim decisions ◼️ How to prepare for an assessment and avoid common mistakes ◼️ What evidence to gather before and after inspections ◼️ How to review expert reports and identify errors or inconsistencies ◼️ When experts go outside their scope or make policy decisions ◼️ How artificial intelligence is being used in claims and report reviews ◼️ When to challenge an insurer’s findings and escalate a complaint ◼️ How to use AFCA to resolve disputes with your insurer Featured Guest: Karim Oreb – Claims Executive, Claims Hero ◼️ LinkedIn – https://www.linkedin.com/in/karim-oreb-22a9b1b0/ ◼️ Website – https://claimshero.au/karim-oreb/ Host: Luke Dugdell – Managing Director, Claims Hero ◼️ LinkedIn – https://www.linkedin.com/in/luke-dugdell-47b70594/ ◼️ Website – https://claimshero.au/luke-dugdell/ About Claims Hero: Claims Hero helps Australians who are struggling with insurance claims, including home, contents, storm, flood, water damage, fire, and mould related claims. We advocate for homeowners, families, and small businesses to ensure insurers meet their obligations and deliver fair outcomes. ◼️ Learn more – https://claimshero.au ◼️ Read our blog on assessments and expert reports – https://claimshero.au/insurance-claim-assessments-and-expert-reports/ ◼️ Join our Facebook community: Insurance Claims and Complaints Australia – Q&A https://www.facebook.com/groups/885367579208925 ◼️ Follow us on Facebook – https://www.facebook.com/claimshero/ ◼️ Follow us on LinkedIn – https://www.linkedin.com/company/claims-hero2/?originalSubdomain=au ◼️ Follow us on Instagram – https://www.instagram.com/claims.hero/ ◼️ Follow us on TikTok – https://www.tiktok.com/@claimsheroau Useful Links: ◼️ AFCA – https://www.afca.org.au ◼️ Insurance Council of Australia – https://www.insurancecouncil.com.au Next Episode: To be announced Disclaimer: Hero Group Services Pty Ltd (ABN 94 664 371 546), trading as Claims Hero | AFSL 551821. Claims Hero does not provide financial or legal advice. If you need specific financial or legal advice, you should seek the advice of a qualified expert. All information contained on Claims Hero’s social

    1 hr
  3. Episode 6 - Managing Home Insurance Complaints and Disputes | Claims Hero The Podcast

    8 Apr

    Episode 6 - Managing Home Insurance Complaints and Disputes | Claims Hero The Podcast

    Every Australian homeowner needs to understand how the insurance complaints process works before accepting an insurer’s decision on a home insurance claim. In this episode of the Claims Hero Podcast, Luke Dugdell, Managing Director at Claims Hero, is joined by Natasha Bullis, Claims Executive at Claims Hero, to break down how complaints are handled in home and contents insurance claims. They explain what qualifies as a complaint under RG271, how insurers are required to respond, and why many disputes escalate through internal dispute resolution and AFCA before being properly resolved. If you are searching for help with a home insurance claim, delays, claim denials, disputed reports, poor communication, or complaints against your insurer, this episode provides practical, real world guidance. Luke and Natasha explain how complaints are often mishandled, why insurers push to close complaints early, how internal dispute resolution actually works, and what happens when you escalate to AFCA. They also cover how to structure a complaint, what evidence improves your chances of success, how to deal with expert reports, and how to navigate insurer tactics. Whether you are currently in dispute or want to protect your position, this episode gives you a clear framework to manage complaints effectively. In this episode, you will learn: ◼️ What qualifies as a complaint under Australian insurance law and RG271 ◼️ How insurers are required to handle complaints and key timeframes ◼️ The difference between frontline resolution and internal dispute resolution (IDR) ◼️ Why insurers push to close complaints early and how to respond ◼️ Common reasons for complaints including delays, reports, and claim denials ◼️ How internal dispute resolution teams actually operate ◼️ Why many complaints are only resolved after escalation to AFCA ◼️ How to structure a complaint to improve your chances of success ◼️ The role of evidence, timelines, and documentation in disputes ◼️ Risks with insurer appointed experts and conflicting reports ◼️ How to escalate a complaint to AFCA and what to expect ◼️ Why AFCA complaints often resolve immediately after lodgement ◼️ How to request claim files, reports, and call recordings ◼️ When to escalate issues to ASIC or regulatory bodies Featured Guest: Natasha Bullis – Claims Executive, Claims Hero ◼️ LinkedIn – / natasha-bullis-5a7b01157 ◼️ Website – https://claimshero.au/natasha-bullis/ Host: Luke Dugdell – Managing Director, Claims Hero ◼️ LinkedIn – / luke-dugdell-47b70594 ◼️ Website – https://claimshero.au/luke-dugdell/ About Claims Hero: Claims Hero helps Australians who are struggling with insurance claims, including home, contents, storm, flood, water damage, fire, and mould related claims. We advocate for homeowners, families, and small businesses to ensure insurers meet their obligations and deliver fair outcomes. ◼️ Learn more – https://claimshero.au ◼️ Read our blogs – https://claimshero.au/blog/ ◼️ Join our Facebook community: Insurance Claims and Complaints Australia – Q&A / 885367579208925 ◼️ Follow us on Facebook – / claimshero ◼️ Follow us on LinkedIn – https://www.linkedin.com/company/clai... ◼️ Follow us on Instagram – / claims.hero ◼️ Follow us on TikTok – / claimsheroau Useful Links: ◼️ AFCA – https://www.afca.org.au ◼️ Managing Complaints Blog – https://claimshero.au/managing-home-i... ◼️ Insurance Council of Australia – https://www.insurancecouncil.com.au Next Episode: To be announced Disclaimer: Hero Group Services Pty Ltd (ABN 94 664 371 546), trading as Claims Hero | AFSL 551821. Claims Hero does not provide financial or legal advice. If you need specific financial or legal advice, you should seek the advice of a qualified expert. All information contained on Claims Hero’s social media, YouTube and website is for information purposes only.

    1hr 18min
  4. Episode 5 - Declined Home Insurance Claims: What Every Consumer Needs to Know | Claims Hero The Podcast

    4 Mar

    Episode 5 - Declined Home Insurance Claims: What Every Consumer Needs to Know | Claims Hero The Podcast

    One in four Australian home insurance claims are declined or withdrawn. If your insurer has rejected your claim, you are not alone. In this episode of the Claims Hero Podcast, Luke Dugdell, Managing Director of Claims Hero, is joined by Samantha Lucht, Claims Executive at Claims Hero, to explain what happens when a home insurance claim is declined or withdrawn in Australia. The discussion focuses on how insurers assess home insurance claims, common reasons claims are declined, how exclusions such as maintenance, wear and tear, defects, flood versus storm, and mould are applied, and what homeowners can do if they believe a decision is wrong. The episode also examines withdrawn claims and the pressure consumers may face during investigations. If you are searching for help with declined home insurance claims, flood insurance disputes, storm damage claims, mould claims, maintenance exclusions, or AFCA complaints, this episode provides practical guidance grounded in Australian insurance law and the General Insurance Code of Practice. We break down common causes of disputes, red flags to watch for, the importance of documentation, understanding the onus of proof, Section 54 of the Insurance Contracts Act, insurer prejudice arguments, and when to escalate matters through Internal Dispute Resolution or AFCA. Whether your claim has been declined, you are being pressured to withdraw it, or you want to understand your rights before lodging a claim, this episode provides clear, step by step guidance. In this episode, you will learn: ◼️ How home insurance claims work in Australia and what you must prove when lodging a claim ◼️ The most common reasons insurers decline claims, including maintenance, wear and tear, defects, non disclosure, flood definitions, and mould exclusions ◼️ The difference between a declined claim and a withdrawn claim and why it matters ◼️ What evidence insurers must have before declining a claim ◼️ How Section 54 of the Insurance Contracts Act can apply if an insurer claims prejudice ◼️ What a valid decline letter must include under the General Insurance Code of Practice ◼️ How to request your full claim file, expert reports, and internal notes ◼️ How the Internal Dispute Resolution process works ◼️ What to expect when lodging a complaint with AFCA ◼️ Why many declined claims are overturned when challenged Featured Guests: Luke Dugdell – Managing Director, Claims Hero ◼️LinkedIn – / luke-dugdell-47b70594 ◼️Website – https://claimshero.au/luke-dugdell/ Samantha Lucht – Claims Executive, Claims Hero ◼️LinkedIn – / samantha-lucht-64b398174 ◼️Website – https://claimshero.au/samantha-lucht/ About Claims Hero: Claims Hero helps Australians who are struggling with insurance claims, including home, contents, storm, flood, water damage, and mould related claims. We advocate for homeowners, families and small businesses to ensure insurers meet their obligations and deliver fair outcomes. ◼️ Learn more – https://claimshero.au ◼️ Read our blogs – https://claimshero.au/blog/ ◼️ Join our Facebook community: Insurance Claims and Complaints Australia – Q&A / 885367579208925 ◼️ Follow us on Facebook – / claimshero ◼️ Follow us on LinkedIn – https://www.linkedin.com/company/clai... ◼️ Follow us on Instagram – / claims.hero ◼️ Follow us on TikTok – / claimsheroau Useful Links: ◼️ AFCA – https://www.afca.org.au ◼️ Insurance Council of Australia – https://www.insurancecouncil.com.au Disclaimer: Hero Group Services Pty Ltd (ABN 94 664 371 546), trading as Claims Hero | AFSL 551821. Claims Hero does not provide financial or legal advice. If you need specific financial or legal advice, you should seek the advice of a qualified expert. All information contained on Claims Hero’s social media, YouTube and website is for information purposes only.

    56 min
  5. Episode 4 - Understanding Insurance Policy Benefits | Claims Hero The Podcast

    2 Feb

    Episode 4 - Understanding Insurance Policy Benefits | Claims Hero The Podcast

    Every Australian homeowner needs to understand what insurance policy benefits they are actually entitled to before making a home insurance claim. In this episode of the Claims Hero Podcast, Luke Dugdell, Managing Director at Claims Hero, is joined by George Hain, Claims Executive at Claims Hero, to break down how insurance policy benefits work for Australian home and contents claims. They explain what standard and optional benefits are included in most policies, why not all policies are the same, and how your choices around cover and sums insured can significantly impact what you receive when a claim arises. If you are searching for help with a home insurance claim, storm damage, flood damage, water damage, fire claims, or disputes with your insurer, this episode provides practical, real world guidance. Luke and George explain what insurers often fail to tell customers about their entitlements, how exclusions are commonly misapplied, why maintenance arguments are frequently overused, and how to challenge assumptions with evidence. They also cover temporary accommodation, contents claims, additional benefits, out of policy claims, and when to escalate disputes through complaints or AFCA. Whether you are already dealing with a claim or want to be better prepared before an event occurs, this episode gives you clear, step by step information to protect your position. In this episode, you will learn: ◼️ How insurance policy benefits work under Australian home insurance ◼️ Why not all home insurance policies offer the same benefits ◼️ What building damage cover includes and what “new for old” really means ◼️ How insurers assess property damage after an insured event ◼️ The difference between building cover and contents cover ◼️ Why underinsurance causes major problems at claim time ◼️ What temporary accommodation covers and how to challenge unsuitable arrangements ◼️ Common exclusions insurers rely on and how to test whether they apply ◼️ How maintenance and pre existing damage arguments are misused ◼️ What evidence is required to challenge exclusions and assumptions ◼️ Additional policy benefits many homeowners overlook ◼️ Out of policy claims such as contingencies, interest, and non financial loss ◼️ When to lodge a complaint and escalate a dispute to AFCA Timestamps: 00:00 Intro. Understanding insurance policy benefits 01:10 What policy benefits are and why they matter 02:55 Building damage and new for old cover explained 04:45 What is covered under building versus contents 06:04 How insurers assess building damage 07:55 Repairs versus cash settlements 08:34 Why insurers rely on maintenance issues 11:02 Panel builders and post disaster cash settlements 12:50 Challenging low cash settlement offers 16:50 Managing water damage and mould risk 19:53 How insurers rely on exclusions 22:20 Retaining walls, pools, and common coverage gaps 24:22 Shower base exclusions explained 29:50 Temporary accommodation entitlements 33:20 When to complain about accommodation arrangements 37:24 Contents claims and evidence requirements 41:06 Additional policy benefits you may be entitled to 45:41 Out of policy claims and AFCA allowances 55:55 Final tips on sums insured and policy review Featured Guest: George Hain – Claims Executive, Claims Hero ◼️ LinkedIn – https://www.linkedin.com/in/george-hain-22... ◼️ Website – https://claimshero.au/george-hain/ Host: Luke Dugdell – Managing Director, Claims Hero ◼️ LinkedIn – https://www.linkedin.com/in/luke-dugdell-4... ◼️ Website – https://claimshero.au/luke-dugdell/ About Claims Hero: Claims Hero helps Australians who are struggling with insurance claims, including home, contents, storm, flood, water damage, fire, and mould related claims. We advocate for homeowners, families, and small businesses to ensure insurers meet their obligations and deliver fair outcomes. ◼️ Learn more – https://claimshero.au ◼️ Read our blogs – https://claimshero.au/blog/ ◼️ Join our Facebook community: Insurance Claims

    57 min
  6. Episode 3 - Understanding Your Settlement Options: Insurer Managed Repairs or Cash Settlement | Claims Hero The Podcast

    7 Jan

    Episode 3 - Understanding Your Settlement Options: Insurer Managed Repairs or Cash Settlement | Claims Hero The Podcast

    Every Australian homeowner needs to understand the real difference between insurer managed repairs and cash settlements before agreeing to an insurance payout. In this episode of the Claims Hero Podcast, Luke Dugdell, Managing Director at Claims Hero, is joined by Ben Lingard, Claims Executive at Claims Hero, to unpack how settlement options actually work under Australian home insurance policies. They explain when insurers repair your home, when they cash settle claims, and why those decisions are often driven by insurer interests rather than what is best for homeowners. The discussion breaks down the risks, trade-offs, and common traps that arise when insurers dictate settlement outcomes, particularly after storms, floods, water damage, or major events. If you are searching for help with a home insurance claim, cash settlement dispute, insurer managed repairs, storm damage, flood damage, or water damage claims, this episode provides practical, real world guidance. Luke and Ben explain why many cash settlements fall short, how insurers rely on panel builder pricing that does not reflect real market costs, and why homeowners often end up out of pocket. They also cover red flags, maintenance arguments, the importance of independent quotes, contingencies, and when to escalate disputes through complaints or AFCA. Whether you are deciding between repairs or a cash payout, or already disputing an offer, this episode gives you clear, step by step information to protect your position. In this episode, you will learn: ◼️ How insurer managed repairs and cash settlements work under Australian home insurance ◼️ Who really decides whether your claim is repaired or cash settled ◼️ The pros and cons of insurer managed repairs ◼️ The risks of low cash settlement offers ◼️ Why insurer quotes often do not reflect real building costs ◼️ How maintenance issues are used to justify cash settlements ◼️ Why like for like repairs can put homes back in harm’s way ◼️ The importance of independent, actionable quotes ◼️ What contingencies are and why they matter in cash settlements ◼️ How mould, hidden damage, and structural issues are often missed ◼️ When to lodge a complaint and escalate to AFCA ◼️ How settlement disputes can impact mental health and family stability Timestamps: 00:00 Intro. Understanding settlement options 01:10 What settlement options exist under home insurance 04:00 How insurer managed repairs actually work 07:30 Maintenance issues and why insurers cash settle 11:00 Breakdown of relationships and repair disputes 15:30 Pros of insurer managed repairs 19:25 Cons and quality issues with insurer repairs 23:30 Like for like repairs and rebuilding in flood zones 28:00 Power imbalance and gaslighting during repairs 35:05 Pros of cash settlements 39:00 Control, flexibility, and choosing your own trades 42:10 Why insurers push cash settlements 44:30 Cons of cash settlements and underquoting 48:20 Why insurer scopes are often incomplete 51:30 Contingencies and AFCA allowances 55:00 Bank releases and settlement risks 59:00 Real case example and final guidance Featured Guests: Ben Lingard – Claims Executive, Claims Hero ◼️ LinkedIn – https://www.linkedin.com/in/ben-lingard-ba... ◼️ Website – https://claimshero.au/ben-lingard/ Host: Luke Dugdell – Managing Director, Claims Hero ◼️ LinkedIn – https://www.linkedin.com/in/luke-dugdell-4... ◼️ Website – https://claimshero.au/luke-dugdell/ About Claims Hero: Claims Hero helps Australians who are struggling with insurance claims, including home, contents, storm, flood, water damage, and mould related claims. We advocate for homeowners, families, and small businesses to ensure insurers meet their obligations and deliver fair outcomes. ◼️ Learn more – https://claimshero.au ◼️ Read our blogs – https://claimshero.au/blog/ ◼️ Join our Facebook community: Insurance Claims and Complaints Australia – Q&A https://www.facebook.com/groups/8853675792... ◼️ Follow us on Facebook – https://www.facebook.

    1hr 5min
  7. Episode 2 - Mould and Insurance: How to Handle Claims the Right Way | Claims Hero The Podcast

    01/12/2025

    Episode 2 - Mould and Insurance: How to Handle Claims the Right Way | Claims Hero The Podcast

    Every Australian homeowner dealing with water damage or mould needs to understand how home insurance really works. Mould spreads fast after storms, roof leaks, floods or burst pipes, and it can cause major health, safety and financial issues. But here is the part most homeowners do not realise. Insurance does not cover mould on its own. It only covers mould when it develops because of an insured event like storm damage, water ingress, a leaking roof or a sudden burst pipe. In this episode, Managing Director Luke Dugdell and Executive Director Alex Mahoney from Claims Hero explain exactly how mould claims and water damage claims are assessed, why insurers often get them wrong and what you should do to protect your rights. If you are searching for help with a mould insurance claim, water damage claim, storm damage, or a dispute with your insurer, this episode gives you practical guidance. Luke and Alex break down the biggest causes of mould disputes, the most common insurer mistakes, how to recognise red flags, the importance of makesafes, the IICRC standards, the role of scientific testing and how to document your claim properly. You will also learn when to lodge a complaint, when to escalate to AFCA and how independent expert evidence can turn a denied claim into a paid one. Whether you are battling mould after a storm or want to prevent a dispute before it starts, this episode gives you clear, step by step guidance.

    58 min
  8. Episode 1 - Preparing for the Storm Season | Claims Hero The Podcast

    18/11/2025

    Episode 1 - Preparing for the Storm Season | Claims Hero The Podcast

    Every Australian homeowner needs to hear this before storm season starts. Learn how to prepare your home for severe weather, protect your family, and make sure your home insurance will actually cover you when the next big storm or flood hits. In this episode, Managing Director Luke Dugdell and Claims Executive Rachael Munro from Claims Hero share expert advice on what to do before, during, and after a storm or cyclone. They explain how to check your home and contents insurance, what to do if your property is damaged, and how to get help when your insurer delays or denies your claim. If you are dealing with storm, flood, or cyclone damage, or need help understanding your home insurance claim, this episode will show you what steps to take and how to get support. From simple home maintenance tips that prevent claim problems to knowing your rights when insurers push back, this practical guide will help you navigate the claims process with confidence.

    43 min
  • 8 Episodes

Ratings & Reviews

5
out of 5
3 Ratings

About

Sharing educational content that empowers consumers to better understand and manage the often complex and stressful claims process.

Information