Health and bereavement claims management

Customer expectations are constantly changing, demanding greater transparency and quick payment of claims and maturities.

We provide an accurate and full life-cycle of health and bereavement claims management for life and pensions products, including maturities, by focusing on adding value to your client through advocacy. Our solution has been developed as a means to deliver a better customer experience at the same time as creating growth opportunities.

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Our approach

Claims tracking

Claims and maturities are handled by experienced professionals who understand the complexity of your business and who are empowered to deliver the right solutions.

Expectations setting

At every stage, you will be notified about the next steps to be taken, what's needed from you and when you will next be contacted.

Customer satisfaction

Your feedback is very important to us, because we want to be able to continuously improve our tailored products and services.

Settlement

Your claims will be paid in a timely and efficient manner, the way you need.

How we can help

With the handling of claims being such a critical stage in the customer relationship, we pride ourselves on being able to identify what is needed in order for each claimant to be dealt with professionally, promptly and with empathy.

Using our breadth of experience and resource, we can provide expert tele-claims services that are adapted to meet your requirements, whether you need:

a) skilled consultants dealing with sensitive bereavement calls

b) experienced assessors conducting tele-claim interviews for disability claims

c) a triage approach, to establish and gather appropriate evidence from the right source, to make a prompt decision on the claim.

Our home visit service gives the claimant the opportunity to meet with a fully qualified nurse in their home.

This is not only convenient for the claimant, but also allows the nurse to obtain evidence for the claim there and then and to establish a better understanding of the claimant’s personal circumstances, enabling speedier assessment of the claim.

We have industry-leading tracing tools to help locate a next of kin or family member and to obtain real-time proof of death. This allows us to write to beneficiaries regarding the claim and to verify the death online, which, in some cases, negates the requirement for a death certificate.

Our expertise in claims management is extensive and our clients see the most benefit when we manage their claims through the full payment life cycle, where we will identify opportunities for early intervention and support a pro-active claim management plan.

All our assessors have comprehensive medical management training and customer empathy skills, allowing them to interpret language and to use the right questions to tailor conversations.

This gives us the ability to tailor claim management plans. This may mean including suggestions of support, to help your customer or their loved ones through a difficult time in their life, or it could involve simply ensuring that valid claims are paid as quickly as possible, to minimise stress and upset. All of this will underpin your own philosophy and brand values.

Client testimonial

I want to say how impressed and grateful I am for your excellent service over the last couple of months. Your service was prompt, timely and honest. Such a level of customer satisfaction is rare today and I can honestly say that my experience in dealing with your company was very positive.

Connecting with you

Get in touch if you have a question or would like to explore how our solutions could help your organisation.

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Awards and accreditations