Aegon rolls out tele-claims across protection

Aegon has extended its tele-claims service to income protection, waiver of premium and total and permanent disability products.

The move follows a successful roll-out in March across critical illness and terminal illness claims.

The provider ran a three-month tele-claims pilot for critical illness and terminal illness claims at the end of last year, during which time it halved the average time for a claim decision to be made.

Matt Rann, group head of underwriting and claims at Aegon, says: "One of the key concerns we had from advisers at the start of this process was how customers would perceive the service.

"Would they be intimidated by the process, or feel they were being interrogated?

"We're pleased to say that customer feedback has been positive with all agreeing that the service was very helpful, sensitive and assisted in a quicker claims decision being made."