December 14, 2017
AMP has reduced claims processing times to 36 hours for some of its life insurance claimants off the back of its Fast Track claims process.
The insurer stated it has shifted to using longer initial phone calls to allow case managers to lodge claims on the spot and removing the need for claimants to fill in the initial 11-page claim form.
According to AMP, claims are lodged directly onto the system during the initial phone call allowing case managers to determine the eligibility of the claim at that time, and where applicable, provide an assessment of benefit entitlements.
AMP stated the gathering of detailed information during the initial call has allowed it in some cases to offer recovery solutions to customers during the initial phone call and connect them with rehabilitation programs faster.
“Initial claim phone calls have increased from five-minute averages to 30-40 minutes, following a go-slow-to-go-fast mentality…”
AMP Group Executive Insurance, Megan Beer said the over-the-phone process, which was optional for claimants, led to claims managers making better decisions and improving the claims process for customers.
“Initial claim phone calls have increased from five-minute averages to 30-40 minutes, following a go-slow-to-go-fast mentality. The in-depth conversations help case managers understand customers more deeply, resulting in more efficient claims handling from the outset,” Beer said.
“AMP is focused on providing an experience for customers where they feel supported from their first interaction, whether this be through connecting them with community services, arranging short-term support or suggesting rehabilitation options,” she added.
“Advisers have told us customers are valuing this support and that they have appreciated case managers being able to make proactive decisions about their claim,” Beer said.