{"id":37107,"date":"2017-05-23T18:04:36","date_gmt":"2017-05-23T08:04:36","guid":{"rendered":"https:\/\/riskinfo.com.au\/news\/?p=37107"},"modified":"2025-09-02T11:34:00","modified_gmt":"2025-09-02T01:34:00","slug":"claim-time-advisers-seek-greater-clarity","status":"publish","type":"post","link":"https:\/\/riskinfo.com.au\/news\/2017\/05\/23\/claim-time-advisers-seek-greater-clarity\/","title":{"rendered":"Claim Time &#8211; Advisers Seek Greater Clarity"},"content":{"rendered":"<div id=\"polls-181\" class=\"wp-polls\">\n\t\t<div class=\"pollHeader\"><strong>Do the respective roles of adviser and insurer need to be better defined at claim time?<\/strong><\/div><div id=\"polls-181-ans\" class=\"wp-polls-ans\"><ul class=\"wp-polls-ul\">\n\t\t<li>Yes <small>(72%)<\/small><div class=\"pollbar\" style=\"width: 72%\" title=\"Yes (72% | 79 Votes)\"><\/div><\/li>\n\t\t<li>No <small>(25%)<\/small><div class=\"pollbar\" style=\"width: 25%\" title=\"No (25% | 28 Votes)\"><\/div><\/li>\n\t\t<li>Not sure <small>(3%)<\/small><div class=\"pollbar\" style=\"width: 3%\" title=\"Not sure (3% | 3 Votes)\"><\/div><\/li>\n\t\t<\/ul><div style=\"text-align: center\"><\/div><\/div>\n\t\t<input type=\"hidden\" id=\"poll_181_nonce\" name=\"wp-polls-nonce\" value=\"700cadcf5f\" \/>\n<\/div>\n\n<p>Advisers have delivered a clear verdict in responding to our latest poll question on whether there needs to be more clarity around the respective roles of advisers and insurers at claim time.<\/p>\n<p><!--more-->So far, 78% of those voting in our poll say they want better definition around the respective roles of insurers and advisers at claim time, while 22% are ok with current arrangements. Interestingly for a Riskinfo poll, there is not one adviser to date who has remained on the fence with a &#8216;Not sure&#8217; vote. This suggests all advisers already hold a clear view on this question.<\/p>\n<p>This poll stems from <a href=\"https:\/\/riskinfo.com.au\/news\/2017\/05\/16\/adviser-roles-not-clearly-understood-by-policy-holders\/\" target=\"_blank\">new research findings<\/a> released by the Beddoes Institute, which makes the point that engagement with policyholders can be made difficult due to what it calls the multidimensional relationships that exist between policyholders, claimants, life companies and advisers, particularly when the roles of each party are not well defined. This argument implies that if industry roles were better defined (at claim time and also during the life of the policy) this would lead to better overall engagement with the client.<\/p>\n<p>One adviser comment supports the contention that nothing needs to change:<\/p>\n<p style=\"padding-left: 30px\"><em>&#8220;The role of the Adviser is clear. Their responsibility is to support their client at the time of their greatest need. As such there is no need to define their role further.&#8221;<\/em><\/p>\n<p>This same adviser also noted, however, that he believes this client support at claim time will become more problematic to deliver in future, due to the remuneration changes included in the Life Insurance Framework Reforms.<\/p>\n<p>We&#8217;re asking this question at the same time as the industry is witnessing the emergence of other interested parties seeking to serve claimants. These new players include legal firms looking to expand the range of their services, new consulting firms created by former claims staff and management and existing licensee firms who are developing new advocacy services for both existing clients as well as &#8216;external&#8217; clients, for example, who are seeking help with a group insurance claim.<\/p>\n<p>The emergence of more advocacy options for claimants would suggest that life companies, in particular, need to have in place a system that will accommodate a range of third-party advocates supporting their client through the claims process.<\/p>\n<p>Our poll remains open for another week and we will welcome your further contributions to this conversation&#8230;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Advisers have delivered a clear verdict in responding to our latest poll question on whether there needs to be more clarity around the respective roles of advisers and insurers at claim time.<\/p>\n","protected":false},"author":3,"featured_media":37157,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8294,49],"tags":[4247],"class_list":["post-37107","post","type-post","status-publish","format-standard","has-post-thumbnail","category-claims","category-polls","tag-feature"],"_links":{"self":[{"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/posts\/37107","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/comments?post=37107"}],"version-history":[{"count":0,"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/posts\/37107\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/media\/37157"}],"wp:attachment":[{"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/media?parent=37107"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/categories?post=37107"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/riskinfo.com.au\/news\/wp-json\/wp\/v2\/tags?post=37107"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}