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Customers
Trusted insurance claim management and building repairs, tailored for you, wherever you call home.
Process Disclaimer
Throughout both processes, our team is available to answer questions, address concerns, and provide support. We understand that property damage can be stressful, and our goal is to make the repair and restoration process as smooth as possible while returning your property to its pre-loss condition.
Our Business As Usual (BAU) Process
Step 1
Lodge Your Claim
Contact your insurance company immediately to report the damage. Your insurer will create a claim number and begin the assessment process. Your insurance company will assign your claim to RCC National as their trusted panel builder to manage the assessment, repair and restoration process
Step 2
Initial Contact from RCC National
Our Customer Service Centre contacts you to introduce our team and understand your specific claim impacts. We may ask you questions about your property type, the claim event and who has access to the property. We'll discuss your preferred communication method, any special circumstances, and arrange a convenient time for one of our Project Manager/Assessors to visit your property.
Step 3
Make Safe (If Required)
If your property needs immediate protection from further damage or safety hazards, we arrange emergency make safe services. This might include board-up, tarpaulin installation, water extraction, or utility isolation to secure your property.
Step 4
Property Assessment
Our qualified Project Manager/Assessor visits your property to conduct a comprehensive damage evaluation. They'll document all damage with detailed photographs, take moisture readings where necessary, and explain what they're finding throughout the inspection.
Step 5
Assessment Report & Scope Development
Our assessor prepares a detailed report with photographic evidence and develops a comprehensive scope of works. This document outlines exactly what repairs are needed and the recommended approach to restore your property to its pre-loss condition.
Step 6
Insurer Review & Approval
We submit the assessment report and scope of works to your insurance company for review. Your insurer evaluates the proposed repairs against your policy coverage and provides a policy determination before RCC National can proceed with the repairs. If your claim is approved, any required excess collection will take place. Some Insurers ask that RCC National collect your excess payment on their behalf.
Step 7
Trade Coordination & Repairs
Once approved, we coordinate with our network of qualified trades to schedule your repairs. We'll keep you informed about timing and arrange access to your property, working around your schedule wherever possible. Our qualified trades complete the repair work according to the approved scope. We maintain regular communication with you throughout this process, providing updates on progress and addressing any questions or concerns.
Step 8
Quality Assurance
Once all work is complete and quality approved, we arrange a final inspection with you. We'll walk through the completed repairs, provide any relevant warranties or certificates, and ensure you're completely satisfied with the repair. RCC National will coordinate with your insurance company to finalise all documentation and officially close your claim.
Our Major Loss Process
Step 1
Lodge Your Claim
Contact your insurance company immediately to report the damage. Your insurer will create a claim number and begin the assessment process. Your insurance company will assign your claim to RCC National as their trusted panel builder to manage the assessment, repair and restoration process. If your claim damages are anticipated to be a Major Loss, your insurer will advise RCC National to assign your claim to our dedicated Major Loss team from the onset.
Step 2
Initial Contact from RCC National
Our Customer Service Centre contacts you to introduce our team and understand your specific claim impacts. We may ask you questions about your property type, the claim event and who has access to the property. We'll discuss your preferred communication method, any special circumstances, and arrange a convenient time for one of our Major Loss Project Manager/Assessors to visit your property.
Step 3
Make Safe (If Required)
If your property needs immediate protection from further damage or safety hazards, we arrange emergency make safe services.
Some Major Loss claims require immediate structural stabilisation or extensive make safe work. This might include structural supports, comprehensive weather protection, utility isolation, and site security measures.
Our Make Safe team will provide detailed reports and advise your insurer if the property is safe for you to live in during the assessment and repair process. If there is a risk to your health, safety or security, temporary accommodation will be recommended.
Step 4
Property Assessment
Our qualified Major Loss Project Manager/Assessor visits your property to conduct a comprehensive damage evaluation. They'll document all damage with detailed photographs, take moisture readings where necessary, and explain what they're finding throughout the inspection.
Our Project Manager/Assessor will determine if additional specialists need to attend site to report, such as structural engineers or hygienists.
All Major Loss claims are managed by our specialised Major Loss team, so your claim will also be assigned a Major Loss Project Coordinator, who will be your main point of contact throughout the claim lifecycle.
Step 5
Detailed Scope Report & Specialist Recommendations
Our team develops a comprehensive repair and restoration plan, which may involve structural engineers, heritage consultants, or other specialists. We create detailed specifications for all trades and coordinate any required council approvals or development applications.
If you were not placed in temporary accommodation during the Make Safe process, but your property will be uninhabitable during repairs, we begin to work with your insurer to arrange suitable temporary accommodation.
Step 6
Insurer Review & Approval
We present the comprehensive reports and scope of works to your insurance company for review. Given the complexity, this may involve multiple stakeholders and detailed discussions to ensure all aspects are covered and approved. If your claim is approved, any required excess collection will take place. Some Insurers ask that RCC National collect your excess payment on their behalf.
Step 7
Multi-Trade Project Management
Once approved, our Major Loss Construction Manager coordinates multiple specialist trades and contractors. We develop detailed project timelines, manage material procurement, and ensure all work is sequenced efficiently while maintaining quality standards.
Throughout the repairs, your dedicated Project Coordinator provides regular updates on progress, manages any variations that arise, and ensures you're informed about timing and any changes to the original plan.
Our team conducts regular quality inspections at key milestones throughout the project. We address any issues immediately and ensure all work meets both our standards and your insurance company's requirements.
Step 8
Final Inspections & Certification
We conduct comprehensive final inspections with relevant certifiers and provide all necessary compliance certificates. This includes building certifications, electrical compliance, and any other regulatory requirements.
Step 9
Quality Assurance
Your dedicated team conducts a detailed handover, explaining all completed work, providing warranties and maintenance information.
Step 10
Claim Finalisation
We coordinate with your insurance company to complete all final documentation, provide comprehensive project records, and officially close your Major Loss claim. You'll receive confirmation that your claim is complete and all requirements have been met.
