How We Work
Standards apply from the moment we accept the job. What the builder and Insurer receive is not just a report. It's a documented, evidenced, systematic assessment produced to a repeatable standard.
Monarch is engaged through two pathways: as a contractor to the insurance builder on standard panel work, or directly by the Insurer or loss adjuster on Independent Expert Assessment engagements. The diagram below shows the standard panel pathway, which determines who we represent on site and who receives our report for that workflow.
For loss adjusters and Insurer claims teams, this structure means the report you're relying on for your decision is produced to a consistent, independent standard, regardless of which panel builder it's attached to. Where a claim requires direct independent input, see Independent Expert Assessment.
Monarch receives the claim instruction from the insurance builder. Before leaving the vehicle on site, we review all claim notes, identifying the Peril Type (Hail, EOL, Storm, Fire, Impact) and Work Type (Building Assessment, Roof Report, or combination). On return visits, previous inspection details are reviewed.
We arrive on time or slightly early. If delayed, we call ahead with an updated ETA. We park on the street, never in the driveway unless expressly authorised. The Insured must have clear access at all times.
We introduce ourselves by full name, state the builder we are representing, and explain the purpose of the visit. Shoes are removed before entering the property where appropriate. We then allow the Insured to show us the damage and describe the circumstances of the event before beginning our assessment, listening first and assessing second.
Systematic inspection of the property gathering all measurements, observations, and photographic evidence required for the report and scope. We follow a strict photo hierarchy: overview shots first for context, then close-ups of every individual damage point. Every item in the scope has photographic evidence.
Drone imagery is used for mud maps (nadir −90°) and roof pitch measurement (gimbal 0°). All photos are labelled and uploaded to PrimeEco before leaving site, without exception.
Evidence is reviewed against the Insured's account, applicable Australian Standards, NCC provisions, and construction methodology appropriate to the building type and era. Resultant damage (caused by the peril) is clearly distinguished from pre-existing maintenance issues and defects. The estimate restores to pre-loss condition, not better.
Every report satisfies two stakeholders simultaneously. For the specialist (Insurer/assessor): precise industry terminology, such as Proximate Cause, Resultant Damage, Ingress, and Delamination, aligning with policy wording. For the layman (claims consultant, homeowner, builder admin): plain English physical evidence anchors describing exactly what was seen.
The Grade 10–12 check applies to every report: if the logic isn't clear enough for anyone to follow the trail of breadcrumbs to the same conclusion, the report isn't finished.
Standard reports are delivered within 48 hours of site attendance. Complex and specialist reports within 72 hours. The report is submitted to the builder through PrimeEco, with all images labelled and attached. The Insured is informed that the report will be submitted within 2–3 business days and that they should expect contact from their Insurer within 1–2 weeks.
If a builder identifies a discrepancy, requires clarification, or disagrees with a finding in the report or scope, Monarch responds to revision requests within 48 hours of receipt. Where a finding is queried, the original site evidence is reviewed and the response addresses the specific point raised, with the report or scope amended where the review supports the change.
Every report includes a clear proximate cause statement: a short paragraph, not a bullet list, directly connecting the peril to the damage.
We assess physical damage and causation. Coverage determinations are the Insurer's responsibility. Our reports never cross into policy interpretation.
Technical vocabulary, simple logic. Anyone, whether claims consultant, homeowner, or builder, must be able to follow the reasoning to the same conclusion.
On-site conduct, communication, and report timeframes are managed in accordance with General Insurance Code of Practice obligations, including the Expert Report Best Practice Standard and enforceable timeframes introduced in the redrafted 2026 Code.
Every finding is grounded in physical observation. Where evidence is ambiguous, this is stated. Assumptions are identified as such, never presented as findings.
Applicable Australian Standards and NCC provisions are cited where relevant, giving the report technical weight that holds up under Insurer or dispute scrutiny.
Contact us to discuss a referral, a panel arrangement, or how our process fits your claims workflow.