Adviser News

Tele Claims making life easier for our customers

Asteron Life has introduced tele claims to simplify the claims process and improve the service delivered to customers. We aim to put our customers at the centre of everything we do, so delivering service that is quick and easy is important to us.

It is our commitment to customers that has driven the introduction of the tele claims service. After careful investigation of the customers’ claims experience, Asteron Life found that implementing tele claims could significantly reduce the time it takes to initiate claims and get customers back to living their normal lives. By replacing lengthy forms with quick answers over the phone, we aim to improve the efficiency of the claims process.

The three key principles at the heart of tele claims include:

1. Simple and efficient process
2. Caring and compassionate claims managers
3. Assessment and payment of genuine claims as quickly as possible

The tele claims process is quick and painless. It involves the customer or financial adviser contacting Asteron Life for a 10 minute tele-interview, avoiding having to fill out traditional claims forms. The customer is guided through the important information, such as waiting periods and any additional benefits that may apply to them.

The new tele claims process has already proven to be extremely successful. Customers are asked to rate their satisfaction and willingness to recommend this service to others, and feedback has been positive. The tele claims service received a satisfaction score of 9.3 out of 10 and an advocacy score of 9.2 out of 10.

Advisor Phil Jorgensen was particularly pleased with the tele claims service, rating both responses 10 out of 10: "Best claims service I have received in the 24 years I have been working in the Industry."

The success of this service was acknowledged by the Financial Services Council at their 2015 Life Insurance Conference, with Asteron Life receiving the Customer Innovation Award. This award is positive recognition that we are striving to maintain exceptional levels of service, which are continuously evolving to suit our customers’ needs.

In addition to this, a comprehensive, objective assessment of Asteron Life across eleven claims factors yielded outstanding results for claims capability in the IFA Channel life insurance market. This competitive assessment was based on the feedback of 355 of Australia’s most productive mid-tier risk advisers.

We are confident that Asteron Life’s tele claims service will continue to please our customers and advisers. This innovation provides a solid foundation upon which we will continue to build in our commitment to customers.

Asteron Life™ is committed to providing customers with long term financial security. We provide life insurance products including Income Protection Covers, Trauma Cover, Total & Permanent Disablement (TPD) Cover, Life Cover and Business Expenses Cover. To obtain a copy of our privacy statement, please contact us on 1800 221 727 or visit the following website www.asteronlife.com.au/privacy to view or download the policy.

Asteron supports and adheres to the Life Insurance Code of Practice (Code). The Code has been developed voluntarily by the Life Insurance industry through the Financial Services Council to promote high standards of service to consumers, provide a benchmark of consistency within the industry, and establish a framework for professional behaviour and responsibilities. Download the Code here. For more information contact the Financial Services Council on (02) 9299 3022 (local call cost), email info@fsc.org.au or visit www.fsc.org.au

© Asteron Life & Superannuation Ltd ABN 87 073 979 530 (Asteron). Registered Office, Level 16, 363 George Street, Sydney NSW 2000

Asteron Life & Superannuation Limited ABN 87 073 979 530, AFSL 229880 (Asteron) is part of the TAL Dai-ichi Life Australia Pty Limited ABN 97 150 070 483 group of companies (TAL). Suncorp Portfolio Services Limited ABN 61 063 427 958, AFSL 237905, RSE Licence No L0002059 (SPSL or Trustee) is part of the Suncorp group of companies (Suncorp). SPSL is a related body corporate of Suncorp Group Limited ABN 66 145 290 124 and Suncorp-Metway Limited ABN 66 010 831 722 (Suncorp Bank) (Suncorp). This product is not a bank deposit or other bank liability of the Suncorp Bank. The obligations of the different entities of TAL and Suncorp are not guaranteed by other entities