Having worked across jewellery wholesale and jewellery claims, he saw the same issue repeatedly. Significant effort was being spent on driving down cost, but far less attention was given to confirming what was actually lost. Original item descriptions were often unnecessarily guessed or based on assumptions.
In many cases, the original retailer was not asked to confirm specifications, and customers had limited visibility of the item details being relied on to assess their claim. This was happening at a time when insurers were under increasing public and regulatory scrutiny.
Matthew could see that without a clear understanding of the original item, pricing comparisons quickly became unreliable. Even a strong discount was meaningless if it applied to a different product. Decisions were being made with avoidable guesswork, which often led to unnecessary conflict between insurers and customers.
IVAA began as a simple experiment. Working from the corner of his aunty’s office, Matthew cut a desk to fit the space and built a fully functioning claims system using Excel. The aim was not to sell products, but to simply help customers replace what they lost. Within six months, IVAA was being appointed by four insurers nationally to assist with their jewellery claims. By focusing on impartial technical support and removing any sales agenda from the process, guesswork reduced, more suppliers were willing to participate, and procurement outcomes improved. That practical, structured, and independent approach became the foundation of IVAA.
Our work is delivered by a specialist team focused on clarity, fairness, and getting claims right.