24-hour turnaround for paperless claim
Since May 2012 the insurer has been gathering data on different types of critical illness policies, to determine whether some claims could be paid after receiving medical evidence through other means, rather than in traditional paper formats.
Aviva said that it believes that the pilot could help to “dramatically” reduce the time taken to pay certain claims and added that it has so far enabled it to pay one critical illness claim within 24 hours of notification.
This follows on from similar changes introduced to Aviva’s life insurance claims processes, enabling some payments to be made in a matter of days when the claim meets certain conditions.
Andy Doran, life claims manager for Aviva, said: “We’re constantly reviewing our processes with the end customer in mind.
“If there is a way to make the claims journey quicker and easier for our customers then this is exactly what we will strive to do.
“While not all claims are suitable for a paperless route, we want to determine how many people we can help in this way.
“For those individuals, this could be a hugely positive step.”
Mark Loydall, director of Leicestershire-based Cambourne Financial Planning, said that he welcomed the pilot.
Mr Loydall added: “Anything that can help make us more efficient as an industry is a good thing whether that is in claims or anything else, because at times we are still obsessed by paper.”