BT has become the first life insurer to adopt the use of electronic medical certificates (ecerts) as part of an ongoing drive to simplify the claims processes for claimants and their doctors.
The ecerts, which are processed via a secure insurtech platform, can be stored on existing medical software and can be generated by doctors using pre-populated customer data and reflexive questions.
BT stated it has introduced a service within its claims area which facilitates the use of the ecerts which “…addresses a common pain point for doctors, whose nonclinical work, such as administrative tasks, take up on average seven hours of their work week…”.
“…anything we can do to make the process more efficient, and easier, improves our overall service to customers”
According to BT, the use of ecerts aligns with a wider effort to adopt an ‘milestone management’ approach to claims, which includes tailoring the timing of the submission of medical forms to suit a claimant’s recovery plan, instead of submitting the forms each month.
BT Head of Claims, Neil Borthwick said the insurer was committed to supporting customers and the medical professionals treating them and “…anything we can do to make the process more efficient, and easier, improves our overall service to customers during what is without a doubt a very difficult time for them”.
