Insurance Claims Recoveries-Insource or Outsource?

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Since we handle a lot of insurance claims recoveries and general debt collection for insurers, I thought I’d share my ideas and recommendations on when an insurance firm should outsource its claims recoveries. 

When a recoverable amount arises as a result of a “not at fault” claim, insurance claims recoveries are required. An insurance, for example, may pay for repairs to their insured’s car. The insured is not at fault for the collision and has submitted the at-fault party’s information. The vehicle’s repairs can then be reclaimed or collected from the responsible party. Internally or externally, by a debt collection company, this recovery or debt collection might be done. 

The question is whether insurance firms try to handle this complicated debt collection process on their own or hire a professional. If they do outsource, when do they outsource? 

No, of course not, and certainly, outsource quickly, in my opinion. 

The reasons are straightforward. Why would you want your claims staff to waste time and resources attempting to perform a specialised debt collection job when they could be doing what they do best, which is servicing the insured and processing the claim? 

My recommendation is to outsource claim recovery from the start, so that the skilled outsourced service provider can begin the debt collecting procedure right away. I’ve seen insurance firms go through cycles where they outsource all claims recoveries from the beginning, which works great, then they in-source with varied degrees of success, and then outsource when things go wrong. 

Another thing to keep in mind is that during significant claims events and disasters, the claims recoveries are left behind, which has an impact on claims expenses, which tend to spiral during these times. 

Some of the advantages of outsourcing your insurance claim recovery are as follows: 

 Make the First Contact 

Our clients that outsource right away don’t have to bother about attempting location or skip-tracing, or waiting two to three weeks for a response to a never-going-to-come snail mail letter. 

As an agent for the insurance company, we initiate initial contact with the debtor in a courteous manner. If they are unlocated, we do skip tracing, file police reports, and conduct licence or registration searches—all of the time-consuming chores that claims officers simply do not have time to do. 

Dealing with Disputes 

One of the most time-consuming aspects of the rehabilitation process is this. Frequently, the at-fault parties will contest the amount, the liability, or both. We manage any disputes by obtaining different versions of events, witness testimonies, and coordinating with third-party brokers, insurers, and any other stakeholders that may be involved. Because this procedure can take months in some cases, we have a diary system in place to handle these situations. 


A reputable insurance recovery firm will have employees who are familiar with the General Insurance Code of Conduct, the Insurance Code of Practice, and the Insurance Contracts Act. They can supplement and streamline the claims process by acting as an extension of the insurance company’s claims team. They can give debtors and other stakeholders with timely responses. They can function as a liaison or “buffer” between the debtor and the insurance company, preventing the insurance company from having to deal with potentially time-consuming conversations and emails. 

Arrangements and Payments 

Debt collection agencies are skilled at obtaining payment in full or as near to payment in full as feasible. If this isn’t possible, collection agencies are typically set up with completely automated payment and arrangement systems, allowing them to track and report on instalments and payback cases over time. 

Legal advice and legal processes are both available to you. 

The majority of respectable insurance recovery firms will have their own legal department. ADC Legal Litigation Lawyers was founded by me roughly three years ago. My clients frequently stated that they wanted us to handle everything, including legal advice and litigation, so I obliged them. 

We offer free legal counsel to all of our ongoing clients on both recovery and defended matters. We also offer free legal letters of demand to our clients. This has a significant impact on the total recovery rate. 

Time and Money Savings 

The most significant cost savings for an insurer is, of course, the cost of hiring all of these debt collection experts on their own. Claims costs can be cut by simply outsourcing the entire recovery process to a competent service provider. A significant component is the ability to save time. Without having to worry about skip tracing or debt collection, claims employees can focus on helping the insured and getting the claims process concluded. 

Using the Services of a Debt Collector 

So, as the proprietor of Debt Recoveries Australia (DRA), one of Australia’s leading insurance collection organisations, I’m going to endorse us. 

If you’re considering more than one company for your panel of providers, I’d suggest looking for companies that can provide a “one-stop-shop” solution. Location work, skip tracing, debt collection, and other services should be available from the insurance recovery business. 

Investigations, report applications, and litigation are all things that we do. This allows you to use a single source for all of your needs. As previously mentioned, look for a service who has the ability and experience to manage your work. 

Contact me at Debt Recoveries Australia at 1300 799 511 if you need an insurance recoveries professional. You can also contact me via email at or via Skype at debtrecoveries. 

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