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.
Recommended for you
A financial advice firm has been penalised $11 million in the Federal Court for providing ‘cookie cutter advice’ to its clients and breaching conflicted remuneration rules.
Insignia Financial has experienced total quarterly net outflows of $1.8 billion as a result of client rebalancing, while its multi-asset flows halved from the prior quarter.
Prime Financial is looking to shed its “sleeping giant” reputation with larger M&A transactions going forward, having agreed to acquire research firm Lincoln Indicators.
An affiliate of Pinnacle Investment Management has expanded its reach with a London office as the fund manager seeks to grow its overseas distribution into the UK and Europe.