The results of the pilot showed that 69% of customers making a claim opted to choose the tele-claims method rather than the traditional route of completing forms when making a claim. The average time for a claim decision to be made was also reduced from ten weeks to five weeks.
Through the tele-claims service, AEGON’s experienced claims assessors are able to discuss and explain policy definitions and answer customer queries over the phone. This ensures the correct information is obtained, allowing the claim to be submitted quicker.
Matt Rann, head of underwriting and claims at AEGON said: “AEGON’s tele-claims service can help make the whole process of making a claim easier for our customers, reducing the stress of completing paper based forms at what is no doubt a difficult time for the customer making the claim.
“The feedback from our pilot has been extremely positive which is why we have made the decision to roll this out, initially for critical illness and terminal illness claims. By obtaining all of the relevant information over the phone and by providing a more personal approach we are making the whole process easier and quicker for our customers.”