ACG Newsletter • November Edition
CEO Update
Dear Team,
With November wrapped up, I wanted to share some key updates and reflections on our progress achieved.
We experienced some minor storm activity down the east coast of Australia, which has impacted our operations slightly. With low volumes of work, competition in the market remains high. This makes our average cost, life cycles and customer service throughout the business more important than ever.
Regarding safety, I am pleased to report that there were no reportable incidents in November, which is an excellent result. We have successfully released our new restoration platform, Workflow 2.0, into the Marshalls business. This is a significant milestone for us.
Additionally, we have continued to make improvements and enhancements in the ScopeIT software, which is now being used as the scoping tool in our restoration businesses. Our tech team are also making some real advances regarding AI which is very exciting.
With the current low work volumes, it is crucial that we manage our time as effectively as possible to close out as many jobs as possible before Christmas. Please stay safe, and enjoy the run into Christmas.
Thank you for your hard work and dedication.
Best regards,
Brett Ambrose
CEO
Residential News
BEST Large Repair – Over 100k
CBA | Flood Claim | NSW
This flood claim in NSW required extensive works, including a full strip-out of most of the house. It’s a shining example of Izaak living by the ACG motto: “We look after people, not just claims.” Here’s what the homeowner had to say:
“From the very first meeting with Izaak , we felt that we were in good hands , and so was our home . All of the tradespeople and out-sourced suppliers were very easy to talk to, and we felt heard at every stage of the house repairs . We were given continuous updates so we knew exactly where each stage was up to during the process . I can not give enough praise to Izaak , as we would have been overwhelmed with the challenge .
He broke each stage down so we were dealing with one decision at a time . The phone contacts from the very beginning were supportive of our situation , with all administration staff going out of their way to talk us through the processes . After a long process leading up to the appointing of Ambrose Construct to attend to our repairs , we are now extremely happy with the result ….a beautiful home that has been finished professionally and in a timely manner by an outstanding team , led by Izaak . Thank you I would be happy to recommend this team to everybody needing work done on their home . Warm regards.”
Well done, Izaak, for delivering such exceptional service and results!
BEST Medium Repair – UP TO 10k
Allianz | Fire Claim | VIC
This month, we’re thrilled to spotlight an exceptional repair led by Phil Daw. This Allianz fire claim, completed in just 17.9 days, is a testament to ACG’s strong trade network and genuine empathy for our customers.
A big congratulations to Phil and the entire team for delivering outstanding results and showcasing the best of what ACG stands for!
BEST Medium Repair – UP TO 10k
NRMA | Storm Claim | NSW
This month, we recognize an exceptional small claim completed by Ben Ramsay for IAG, showcasing the 3 key pillars our clients value most: Life, Customer Satisfaction, and Cost. This claim was completed in just 3.9 days. While Ben led the way with this NRMA storm claim in NSW, this success was a team effort. Sheila Pintal in Accounts, estimator John Keirouz, and various members of the Claims team played vital roles in achieving these stellar results—including a well-deserved 10/10 CSR from the customer.
BEST small Repair – UP TO 10k
Customer Comments
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Holding place content to be added…
Meet the team
Aaron Baldwin
Title: VIC Construction Manager
Length of service at ACG: 4 yrs
Insurance experience: 6.5 yrs
I started my career as a framing carpenter, working across various aspects of the carpentry industry. From there, I transitioned into facility maintenance, where I gained experience in a wide range of building trades including plastering, tiling etc. Wanting to move off the tools, I began exploring Supervisor roles, which led me to the insurance industry—where I discovered my true passion: helping people rebuild their homes.
Outside of work, I’m a proud family man with two young daughters, aged 3 and 6. They are my inspiration, teaching me patience, compassion, and resilience—qualities that have helped me grow as a leader.
When I’m not working or spending time with my family, you’ll likely find me enjoying a good craft beer or on the couch playing video games.
Commercial News
BEST Project
I do have to shout out the Armidale Project as it approaches practical completion in a few weeks. This project has been a chapter of my life that will genuinely be told to my grandchildren one day! It’s been an extraordinary experience, showcasing Construct’s unwavering dedication to preserving heritage architecture on some of the most high-risk and complex sites imaginable with schools, universities, aged care, dioceses and Cathedrals all rolled into one! One of the things I’m most proud of is the fact that we have achieved a zero incidents across 5 sites and 52 buildings that encompassed this project. I’m incredibly proud of the culture we created on-site. Having a fantastic site manager and a proactive safety team was instrumental in fostering collaboration and trust among all trades and stakeholders. This project has truly been a shining example of what we can accomplish when passion, precision, and teamwork come together.
Best tender win
$1.5m Catholic College in Western Australia awarded to our great State Construction Manager Steve Smith at Construct Services.
Meet the team
Aleks Bakovic
Title: National Operations Manager
Length of service with Construct Services: 9 yrs
What I love best about Construct is the incredible team culture we’ve built where everyone is genuinely dedicated to supporting our clients and their insured customers. Our team approaches work with confidence and resilience, yet we remain very humble at the core, always striving to learn, grow, and elevate our standards. One of my favourite quotes from Bruce Lee perfectly captures this mindset:
“If you always put limits on everything you do, physical or anything else, it will spread into your work and into your life. There are no limits. There are only plateaus, and you must not stay there, you must go beyond them.”
This quote reflects the mentality that drives us at Construct, inspiring us to push boundaries and continuously improve in all that we do.
Restoration News
FEN & Marshall Restorations • Amazing feedback
Shout out • Amanda Hayes
This is a highly complex and sensitive claim with a customer experiencing vulnerabilities. Assessor has attended site with one of FEN’S Contractors Marshalls Restoration in order to complete a full assessment of the property and compile a required scope of works.
During the assessment the representative from Marshalls Restoration (on behalf of FEN) was extremely professional and went above and beyond to cater for the customers needs. The Assessment took several hours and at no point was the FEN Representative rushing to get the assessment completed sooner. Additional time was even taken at the end of the assessment to run though to entire process with the customer and answer any of their questions.
This level of attention and professionalism has made the customer feel more at ease with the process and is creating a better customer experience.
feedback from a Suncorp Loss Assessor
Xtreme Clean – Amazing feedback
Hi Team,
I would like to call out this job as a positive case study for restoration.
A burst flexi hose in the upstairs bathroom of the property flooded the entire house as well as the unit next door. 20 rooms affected in Unit 1 and 5 rooms in Unit 2.
The EOL occurred Friday afternoon 09.11.24, Xtreme Clean was onsite Saturday to set up the drying gear.
Dual attendance with Haydn and the Suncorp IA occurred 12.11.24 where approvals were granted to begin strip out and restoration works.
Shout out to Haydn for the brilliant communication and support, he supplied clear instruction and insight which allowed me to organise trades very efficiently.
Lee, Jake, and Jarrod from XC have managed this job perfectly from their end resulting in extremely quick drying time considering the extent of the damages at the property.
Drying gear was installed 10.11.24 and then packed up 21.11.24. 11 Days of restoration and all areas reached dry standard. Outstanding work.
Ethan Goddard
Make Safe Regional Team Leader
Meet the team
David Tarako
Title: Scheduling Team Leader – Marshall Restoration
We are excited to announce that David Tarako has joined Xtreme Clean and ACG Group as our new Scheduling Team Leader!
David’s expertise in optimising processes and enhancing team collaboration will be key in improving the efficiency and effectiveness of our scheduling operations. His commitment to excellence and attention to detail will help us continue to provide the high level of service our clients expect.
In his new role, David will lead our scheduling team to ensure seamless coordination, timely service delivery, and the continued growth of our business. We are excited about the positive changes he will bring and look forward to the impact he will make.
Sponsorships & Events
During November 2024 members of our Business Development Team were actively promoting all of the ACG brands and services to insurers, underwriting agencies, loss adjusters and insurance brokers at events around the country.
Events included:
- AICLA QLD End of Year Luncheon
- CQIB End of Year Long Lunch
- Zurich Charity Event – Eat Up Australia
- Young Insurance Professionals Christmas Party
- NSW Women in Insurance Christmas Breakfast
- Sunshine Coast Business Awards
Upcoming Events:
- AICLA Vic Awards Night
- UAC Christmas Party
ACG Partners with Ronald McDonald House Charities This Christmas
This Christmas season, Ambrose Construct Group (ACG) is proud to announce a special initiative that reflects our commitment to supporting the community. In place of sending Christmas hampers to clients, ACG has made the meaningful decision to sponsor a room at Ronald McDonald House Monash in Victoria for a year.
RMHC provides vital services to families in regional areas, offering them a home away from home while their children receive medical treatment. These services are a lifeline, reducing the financial burden of CBD accommodation and providing much-needed comfort and care during incredibly challenging times.
This partnership aligns perfectly with our core values: caring for people in their time of need and giving back to the communities we serve. We are honoured to contribute to such a worthy cause.
Technology team update
Revolutionizing Workflow Efficiency
Developed by our talented Low-Code Team, WrkFlo is a cutting-edge workflow system built on Microsoft’s powerful Power Platform. This innovative solution represents a leap forward from our current FEN and Xtreme Clean systems, offering unparalleled process streamlining, automation, and efficiency across Marshall Restorations.
Seven months in the making, WrkFlo is ACG’s first foray into the Power Platform and a crucial stepping stone towards consolidating CTS, Xtreme Clean, and FEN into a single, unified system.
Setting a New Standard in Restoration Reporting
In parallel, the ScopeIt team has been hard at work, dedicating four months to developing a major update. This release elevates ScopeIt to new heights, enabling the creation of industry-leading restoration reports, comprehensive content and equipment capture, and much more!
The Power of Synergy
Together, WrkFlo and the enhanced ScopeIt empower Marshall Restorations to deliver even greater service and value to our clients. We’re excited about the future and the possibilities these advancements unlock!
Safety team update
Safety Focus at the National Trade Show | Promoting Safety Excellence Across Australia
This month, ACG’s National Trade Show event highlighted our unwavering commitment to workplace safety, traveling across Australia to engage staff, external trades, and valued vendors in discussions and demonstrations of best practices.
A central theme of the event was safety in the insurance building and restoration industries, with a focus on managing critical hazards such as mould exposure, silica dust, and containment procedures. Vendors like Bosch, Protecta, RIC, and Allans showcased innovative products and safety solutions, ensuring compliance with Australian health and safety legislation.
Interactive sessions addressed key topics, including:
- Mould Management: Effective containment and cleaning practices to protect workers and occupants.
- Silica Dust Control: Tools and techniques to minimize airborne silica, a significant health hazard.
- Personal Protective Equipment (PPE): Emphasis on using the correct PPE for various tasks, including respiratory and skin protection.
- Containment Strategies: Demonstrations on setting up barriers and air filtration systems to prevent cross-contamination.