BT Improves Tele-Interviewing Service

BT Financial Group has improved its tele-interviewing service designed to simplify the life insurance application process.

The service takes the task of completing the client’s personal insurance statement out of the hands of the adviser, and transfers it to a dedicated team of specially trained, in-house interviewers. The tele-interviewer asks the client a series of medical and lifestyle questions, completing the client’s BT Protection Plans application over the phone.

The service is initiated via a new online booking system, which BT says makes it easier to find a suitable time for the interview to take place, and minimises the need for the adviser, interviewer and client to go back and forth to make an appointment.

BT estimates the service could save an adviser on average 25 minutes per client, the time it usually takes them to complete the client’s personal statement.

“We’ve listed to what advisers and their clients have said about how the preparation of a personal statement for life insurance can be complex and time consuming, and we’ve simplified the steps,” said Scott Moffitt, BT’s National Manager, Life Insurance Products.

“BT’s tele-interviewing service helps everyone involved in the process. Clients can provide their information to BT over the phone at a time that’s convenient for them. Our specially trained interviewers can obtain what they need on the spot, so the process is efficient and easy for the client. The phone interview also reduces the need to gather any details from third parties, so a client can get cover faster.

“Meanwhile, advisers no longer need to complete cumbersome application forms, saving them precious time,” Mr Moffitt said.

The announcement follows the launch of a similar initiative by Asteron Life earlier this year (see: Asteron Life Tele-Underwriting, Tele-Claims Initiatives).

*Note: This story was originally published under the headline ‘BT Launches Tele-Interviewing Service. This was incorrect. The service has been in place for some time, primarily used by Westpac-aligned dealer groups.