Aegon 

Aegon's tele-claims used by nine out of 10 clients

Aegon's tele-claims used by nine out of 10 clients

The vast majority of Aegon customers are choosing to make critical illness claims by phone rather than using old-fashioned paper forms.

The protection provider revealed 88 per cent of its customers opted for the tele-claims service to make their critical illness (CI) claim in 2016 – up from 82 per cent the previous year.

Launched in 2016, the service involves a claims assessor calling the claimant at an agreed time to collect the required information.

A completed form is sent to the claimant after the call has taken place.

Each claimant deals with the same claims assessor throughout their claim to provide a consistent service.

Simon Jacobs, head of underwriting and claims at Aegon, said: “The tele-claims approach to making a critical illness claim has always been well received by both customers and advisers. 

“It means a customer who is often coming to terms with a diagnosis or coping with treatment for a critical illness, can speak to a claims assessor on the phone. 

“They’ll collect all the information needed to move the claim forward, they’re able to ask and answer questions, clarify information and, importantly, build a rapport with the claimant. This cuts down on paperwork, reducing the chances of errors or missing details and gets things moving.”

Emma Thomson, chair of the protection distributors group, said: “We find Aegon's claims team helpful and efficient, and love that claims can be submitted by phone as this makes things much simpler. 

“Aegon provides fantastic customer care for claimants and bereaved families when they need help the most, and we’d like all insurers to ensure the claims experience offered is as hassle free as possible.”

simon.allin@ft.com

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