Clients Bay Building Services

Bay Building Services was established in 1982 by Michael Malherbe. Now the largest insurance building company in Victoria, Bay Building Services is based in South Melbourne with operations in Box Hill, Geelong, Traralgon and now Innisfail (Qld).

Delivering building repair solutions to damaged domestic and commercial properties, Bay Building Services works directly with Australia's leading insurance and loss adjusting companies.

Bay Building Services deliver excellence in building repairs and pride themselves on their knowledge and expertise in the industry, and the professionalism and courtesy of their Claim Management team.


The Challenge:

The company provides building repair contract management for major insurers in Australia and the scale of its business is dependant on the number of insurance claims processed by insurers. With the greatest cause of building damages being due to weather - predominantly wind and rain storms - Bay Building's business volume can fluctuate between hundreds of claims per month to hundreds of claims per day. As a result, managing high quality service levels and controlling costs when business demand varies by as much as 3000% proved to be a significant challenge for the company.

Bay Building Services needed a solution that would structure and standardise its processes. It needed to be easy to use, automated, have a centralised claim repository and to provide management reporting.