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.”