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.