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Claims Access

On Point

Who We Are

At Mainland Claims, resolving your claims in the most efficient way possible is our priority. To ensure we achieve this, each client is assigned a loss adjuster to specifically manage their case. Having just one point of contact ensures that we can tailor our approach to suit each client’s individual needs, streamlining our processes and refining our methods to meet each challenge. This approach also minimises any breakdowns in communication and prevents confusion, ensuring you can relax in the knowledge your claims will be dealt with as efficiently as possible.

Our cloud based claims management system is designed specifically to provide flexibility and transparency for Insurers and Brokers and provide a constant communication channel. The advantage of this software is it provides a direct point of reference and information log, particularly helpful if we are dealing with a force of nature event. Combined with our commitment to customer service excellence, we’ve got everything covered to get your claims sorted, so you can get on with business.

  • Fast access to experienced staff, for all major domestic and commercial claim types
  • Outstanding customer service – empathy and efficiency are our priority
  • Expertise in resolving complicated claims. We tailor our solutions to meet every challenge
  • Experience in Disaster Response


Claims Timeframes

Our ultimate aim is to settle or resolve claims in the same timeframes achieved during normal 'business as usual.' Mainland Claims recruitment and staff deployment systems make it possible.


Keep Up-To-Date

Making a claim resulting from a Force of Nature, is a stressful time for your clients. This makes it even more important for you to know the progress of a Claim at any point in time.

Mainland Claims log everything - including all verbal, written and emailed communication and documents - through our custom-built software. With login access, you will see precisely what stage the Claim is at, with the click of a button.


Maintain Service Levels

When times are less stressful, it's easier to achieve a high level of customer service. However MCM's objective is to deliver that same standard of service even when a mini-event occurs.


Our team

Our team have a wealth of experience within the insurance and loss adjustment industry. We’re committed to developing our services and finding the solutions to manage claims as efficiently as possible.

On Point.

Providing comprehensive and customised global solutions.

James Townsend

Managing Director & Senior Loss Adjuster (Christchurch)
James Townsend Managing Director & Senior Loss Adjuster

Originally from the United Kingdom, James has some 20 years’ experience in loss adjusting, with significant experience in both domestic and commercial claims management.

James's areas of expertise include fire, flood, structural and subsidence losses, together with disaster response, and claims management relating to earthquake damage.

James has been committed to, and passionate about ensuring innovation and excellence in the claims management services Mainland Claims provides to the ever changing Insurance industry. James is a member of ANZIIF, IBANZ and Institute of Directors.

In addition to his role as Managing Director, James also oversees the New Zealand wide loss adjusting team.

Stephanie Townsend

Human Resources & Business Development (Christchurch)
Stephanie Townsend

Stephanie has a wealth of experience in personnel management, across a wide range of organisations and disciplines. Her leadership and management role within Mainland Claims draws on her experience from working as a senior manager in the United Kingdom.

With a passion for people, talent and an eye for building high performing teams, Stephanie recruited Mainland Claims earthquake response team of over two hundred contractors during the peak of the Christchurch earthquake response.

Stephanie leads the Human Resources functions for the business, maintains Mainlands large contractor data base and is responsible for training and development across the business.

Working alongside James, Stephanie is actively involved in Business Development and thrives on supporting the business in its continued growth and success.

Jane Withers

Claims Manager
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Jane first joined Mainland Claims in 2011 as part of our earthquake response team and subsequently went on to work for one of New Zealand’s leading Insurance Brokers.
Jane has substantial experience in corporate and technical claims, property damage – large loss, catastrophe claims, public and professional liability claims. Jane prides herself not only on her technical ability but more importantly on her ability to ensure the delivery of excellent Claims management and negotiation. Jane is very relationship focused and plays an integral part in ensuring all claims are managed efficiently and effectively with a high level of customer satisfaction! We are delighted to have Jane back as part of the team !

Andrew Gilmore

Loss Adjuster (West Coast)
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Andrew started his working life in the construction industry as a Trade Qualified Builder. After completing several years on the tools in New Zealand he moved to Australia where he worked as an assessor and construction supervisor on insurer direct claims.
On his return to New Zealand Andrew joined the Christchurch Earthquake response, spending several years working for a leading insurer on both the Canterbury and Kaikoura events. Andrew has subsequently continued to develop his insurance industry knowledge in the Business as usual setting and in line with his construction expertise is an asset in all areas of claims management.

Phil Swanson

Loss Adjuster (Auckland)
Phil Website

Phil first worked for Mainland in 2013 as part of its Earthquake response team and it’s great to have him back on board.
Phil’s career to date has spanned across a variety of industry’s including construction, insurance, investigations, compliance, project management, health and safety and training. As a result of this experience Phil is multi skilled, adaptable, personable and confident in all areas of claims management.

Seanna Donaldson

Business Interruption Adjuster (Christchurch)
Seanna Donaldson Business Interruption Adjuster

Seanna has a Bachelor of Business degree, with strong financial acumen and substantial experience working with a wide variety of businesses in NZ and the UK.
Following the Christchurch earthquakes Seanna was involved adjusting a large number of complex business interruption losses for international adjusting companies.

Jim Veitch

Business Advisor (Christchurch)
Jim Veitch Business Advisor

Jim is a widely experienced and successful business leader with a passion for people. He is a Business Advisor and Director working with a number of companies and organisations especially in the areas of strategy, development, marketing and retail, including Chairman of the new Waterloo Business Park, Christchurch.

His previous roles have been with ‘Giesen Wines Ltd’ as General Manager, Progressive Enterprises (Countdown) as CEO, a Director of Selwyn Investment Holdings Ltd (Christchurch), and Chairman of Baptist Action, a large Auckland based social services organisation.

Murray Williams

Motor Assessor
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Murray has been involved in the loss adjusting and the motor vehicle industry for most of his working life! Starting out as a panel beater Murray went on to forge a strong career in motor assessing and has held senior roles with some of New Zealand’s Leading Insurers. His experience is extensive and he prides himself in his ability to manage a wide variety of claims.

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