When something goes wrong, who's looking after your claim?

When a pipe bursts at 2am, a storm causes significant water damage, or a fire leaves residents displaced, one question quickly comes to mind:

“Who do I call, who's responsible, and who's going to pay for it?”

In strata, the answers aren't always straightforward. Multiple parties, complex insurance policies, strata by-laws and competing responsibilities can quickly turn an already stressful situation into an overwhelming one.

This is where a dedicated Strata Claims Executive can make a real difference.

A claims executive is much more than someone who lodges an insurance claim. They are the person who brings all the moving parts together, connecting the owners corporation, lot owners, tenants, insurers, brokers, loss adjusters and trades to keep a claim moving towards a fair and timely resolution.

Ultimately, their role is to take the pressure off owners and committees, help navigate the complexities of insurance and support people through the process of getting their lives back to normal.

At Cohabit Insurance, this is the role I play, providing dedicated claims support and helping our clients navigate what can be a complex and stressful process.

What Does a Claims Executive Actually Do?

1. Acts Quickly When It Matters Most

When an incident occurs, time is critical. The first 24 to 48 hours can have a significant impact on the extent of damage and how a claim progresses.

A claims executive helps coordinate emergency make-safe works, ensures damage is documented, arranges the necessary reports and notifies the insurer promptly.

Getting these initial steps right can prevent further damage, minimise disruption and help avoid unnecessary complications later in the claims process.

2. Understands the Complexities of Strata Insurance

Strata insurance isn't always black and white. Understanding what is covered, who is responsible and how different policies apply can be one of the most challenging aspects of managing a strata claim.

A claims executive needs to look beyond the damage itself and understand how the building's insurance policy, strata plan, by-laws and circumstances of the incident all fit together.

They help identify the appropriate insurance pathway, clarify what the policy may respond to and work with brokers and insurers to ensure the claim is assessed on the correct basis.

Having this knowledge is essential to navigating complex claims, managing expectations and helping owners corporations work towards a fair outcome in line with their policy.

3. Takes Ownership of the Claims Process

Insurance claims can involve a surprising number of people, documents and decisions.

From lodging the claim and gathering quotes to coordinating loss adjusters, obtaining approvals, managing repairs and following up on settlements, there are many moving parts to keep track of.

A claims executive oversees the process from beginning to end, ensuring actions are followed up, outstanding information is obtained and everyone understands what needs to happen next.

The goal is simple: owners and committees shouldn't have to spend their time chasing insurers, contractors and multiple service providers just to get an update on their claim.

4. Communicates With Clarity, Empathy and Understanding

Behind every strata claim is a person, family or community dealing with an unexpected and often stressful situation.

It could be a family unable to use their kitchen, a tenant dealing with water damage to their bedroom or residents facing temporary displacement following a major incident.

In these situations, communication is just as important as technical insurance knowledge.

A good claims executive keeps people informed, explains complicated insurance processes in plain English, manages expectations and provides reassurance throughout the journey.

Even when there is no new development, keeping people updated makes a difference.

For me, this is one of the most important parts of the role. People need to know what's happening, what comes next and who they can turn to when they have questions.

5. Advocates for Owners and Works Towards a Fair Outcome

Not every insurance claim is straightforward, and not every decision made by an insurer is necessarily the end of the story.

Where a claim is declined, underpaid or disputed, a claims executive works alongside the insurance broker to review the insurer's position, identify gaps in the information provided, gather supporting evidence and seek clarification or reconsideration where appropriate.

Having someone who understands the claims process, knows what questions to ask and is prepared to follow matters through can make a real difference to the outcome.

Why Does Having a Dedicated Claims Executive Matter?

Strata buildings are communities. One incident can affect multiple lots, disrupt residents' lives and create significant financial and administrative pressure for an owners corporation.

Without dedicated claims management, communication can break down, important follow-ups can be missed, repairs can be delayed and frustration can quickly build.

A dedicated claims executive provides structure, accountability and a single point of coordination throughout the process.

For owners, this means greater clarity and support. For strata committees, it means confidence that claims are being actively managed. And for residents, it means having someone who understands the urgency of getting things back to normal.

At Cohabit Insurance, having dedicated claims support means our clients have someone they can turn to throughout the process, not just when the claim is first lodged.

It's About More Than Insurance

The best claims executives bring together two equally important skills: a strong understanding of insurance and the ability to manage people, expectations and complex situations under pressure.

They need to be organised, proactive, commercially aware and, above all, approachable and empathetic.

Because when something goes wrong in a strata building, people don't just want to know that an insurance claim has been lodged. They want to know that someone is taking ownership, looking after their interests and working towards a resolution.

Insurance is something owners pay for every year, hoping they never have to use it.

But when the unexpected happens, having the right claims support can make all the difference.

At Cohabit Insurance, we believe our responsibility extends beyond arranging the right cover. It's also about being there when that cover is needed most.

If you're part of a strata committee, ask your strata manager how insurance claims are managed in your building. Understanding who is responsible and what support is available before an incident occurs can save considerable time, stress and frustration when it matters most.