Claims handling key for life insurer

In survey results which will come as no surprise to life/risk advisers, clients have been found to dislike large premium increases and poor claims handling but to appreciate good communication and faster payment of claims.

The survey, conducted by the Insurance Watch website, looked at client reviews of insurers in the life insurance sector, and noted that the largest number of complaints related to the treatment of claims, particularly where long payment delays were involved.

The survey pointed to insurers getting better marks from clients when they delivered clear and regulator communications, allowed clients to speak to a real person, allowed them to access policy details online and delivered well-priced cover.

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“What reviewers disliked were large premium increases, long waits on the phone, not being called back and being bounced from consultant to consultant,” Insurance Watch managing director, Wally Ripper said.

The web site judged the top three life insurance companies in 2018 to be:

  1. ClearView
  2. AIA
  3. OnePath


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Best to put a time limit on how long a Insurance company can process a certain claim. I have an Income protection claim with AIA that has been going on for 12 months without a decision all the while they the clients has to keep paying premiums before they make a decision on the case they using this tactic trying to bleed clients out of money so they cancel the insurance and can no longer make a claim due to non payment absolute sick what these companies get away with and we have been fighting for our client for free to get an outcome.
Mind you the clients waiting period is only 30days & only a 2 year benefit.

My experience with OnePath and Clearview they are quick and fair in making decisions at claims and haven't had a problem in 10 years that wasn't fair and completed in a timely matter.

AIA however are the worst seen 2-3 claims recently through group cover and retail claims which have been just the worst. Must be too used to denying claims in group policies for SunSuper, Rest Super they don't know how to process claims for their retail products anymore.

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