UK: An end to confusing claims

Resolving claims has never been quicker at Norwich Union Life, thanks to a new, dedicated claims team.

The team – dedicated to supporting policyholders and their families – gets involved at the outset of a claim to ensure it progresses more efficiently.

Since the team was formed, Norwich Union Life has achieved a 25 per cent reduction in end-to-end time on critical illness claims. The company attributes its success to sending discharge forms out earlier and completing claim forms over the telephone which means Norwich Union Life obtains better quality information without additional requests being made.

Sarah Butler, Norwich Union Life claims team manager, says: “We have seen our customer satisfaction feedback results rise dramatically since the introduction of these changes and we are allowing customers the choice of taking medical requests to their doctor/consultants themselves. We have redesigned claim forms and medical requests and rigorously chase medical information.

“Customers are guided through the claim and it is explained how their claim will be dealt with. If a claim requires medical assessment, the customer is offered the choice of completing the claim form over the telephone with an experienced claims assessor.

“Alternatively, customers and/or financial advisors can choose to receive the traditional paper claim form and complete this in their own time.”

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