BT extends phone-based claims handling
BT Financial Group announced this week it had begun offering Australia's first telephone-based claims service.
Announcing the move, it said the service was aimed at cutting red tape and long waiting times for customers facing what was often the most difficult time in their lives - making a claim on their trauma insurance.
Announcing the launch, BT Financial Group head of life insurance Phil Hay said the company had wanted to extend the same service levels it had accomplished with respect to its other products.
"We wanted to be able to offer the same relief and quality service to customers in the difficult situation of having to make a trauma claim, as we were able to make to those claiming on their income protection policies," he said.
Hay said the company had introduced the service quietly in November last year and had received excellent feedback from its customers.
He claimed the processing time had been dramatically reduced to an average of 14 days compared to 68 days for a paper-based claim.
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