ClearView keeps clients satisfied at claim time

image
image
expand image

The strongest drivers of client satisfaction at claim time are efficient claims lodgement and assessment processes, backed by transparent ongoing claims management, according to the latest Beddoes Institute’s Industry Claims Journal Study report, with ClearView achieving the highest overall rating.

The report tracked the experience of customers every six months who have had their income protection, trauma or total and permanent disability (TPD) claim paid, and benchmarks life insurance companies across lodgement, assessment, payment, claims staff and ongoing claims management.

Respondents of the report singled out ongoing claims management as a key area for the industry to focus on and expressed a desire for customised communication and easy-to-complete forms.

ClearView achieved the highest overall satisfaction rating across all claims customers, with respondents commending the insurer’s assessment speed, easy application process, accurate and timely payment, and clear and customised communications.

Beddoes Institute director, Rebecca Sheils, said the results were an indicator that the company was highly customer-focused.

Head of claims at ClearView, Lee-Ann Barnard, said the report reaffirmed the value that advisers and life insurers added during the claims process, and confirmed that customers value service.

“Their claims are assessed in a timely manner, their entitlements are paid when they’re told they’ll be paid, and we provide a high degree of comfort and confidence to claimants and their families at claim time.”

Read more about:

AUTHOR

Recommended for you

sub-bgsidebar subscription

Never miss the latest news and developments in wealth management industry

MARKET INSIGHTS

GG

So shareholders lose a dividend plus have seen the erosion of value. Qantas decides to clawback remuneration from Alan ...

2 months 1 week ago
Denise Baker

This is why I left my last position. There was no interest in giving the client quality time, it was all about bumping ...

2 months 1 week ago
gonski

So the Hayne Royal Commission has left us with this. What a sad day for the financial planning industry. Clearly most ...

2 months 1 week ago

A Sydney-based financial adviser has been banned from providing financial services in the interest of consumer protection after failing to act on conduct concerns. ...

3 weeks 5 days ago

Insignia Financial has made four appointments, including three who have joined from TAL, to lead strategy and innovation in its retirement solutions for the MLC brand....

17 hours 49 minutes ago

ASIC has cancelled the AFSL of a $250 million Sydney fund manager, one of two AFSL cancellations announced by the corporate regulator....

3 weeks 3 days ago