BT Financial Group (BT) has started offering a telephone based claims service for trauma claims, reducing waiting times for trauma claims from 68 days for a paper-based claim to an average of 14 days, according to Phil Hay, head of life insurance for BT.
Hay said BT wanted to offer clients the same service they made available for income protection claims in 2010.
"We introduced the service quietly in November last year and have received excellent feedback from our customers who are appreciating not just the convenience of being able to make a claim over the phone, but they are having to wait much less time for their claims to be processed," Hay said.
The tele-claims service for trauma insurance has fielded 16 per cent of all trauma claims since its inception, with $1.6 million paid in claims so far.
Customers can utilise the service on policies five years old or more with no prior claim history. It is available for certain traumas and claims of up to $250,000.
"The fact that we have the ability now to assess and pay a claim through a phone based system without the need for the customer to fill in a claim form is not just about ease of process, it's about understanding the needs of our customers and providing a service that is sensitive to their situation," said Hay.
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