BT has become the first insurer to achieve the highest possible rating for its claims processes and customer service three times in a row from independent assessor the Risk Store.
As a result, BT will retain its Claims Management Analysis Programme (C-MAP) A* rating, which was originally awarded in 2011.
The rating, which is reviewed every two years, required BT to complete the 150 hour C-MAP process which covered 140 elements in the claims management process and scores how well insurers deliver on the actual claimant experience.
The Risk Store, Managing Director, Peter Wincott said the repeat performance by BT showed improvement over its last rating and “this speaks volumes about the quality assurance improvement initiative the BT claims team, headed by Paula Bourke, have implemented over the last six years”.
“They are hell bent on delivering best-of-breed claims management and I’m proud to say C-MAP was a contributing factor in them achieving their goal,” Wincott said.
Wincott said BT achieved its third consecutive A rating as well as its third single star rating in a row, with the latter awarded if the insurer can demonstrate an innovation that positively impacts on the claimant experience, with BT’s ‘Road to Recovery’ initiative gaining the star at this review,
The Risk Store, Founder and Technical Manager, Sue Laing said BT was also to be commended for it commitment to transparency by allowing independent scrutiny of the precise nature of its customers’ experiences.
“In my opinion there is no coincidence that having won the AFA/Plan for Life Claims Team of the year awards in early 2016, BT is the only company that has delivered an A* rating in three consecutive reviews. This third analysis at BT has evidenced a notable increase in dialogue with customers while they are on claim. Overall this is a reflection of the strong culture that has been engendered over many years.”
