COVER Feature: A bold claim

Publishing paid claims stats, customer care and using personal stories

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The main areas ripe for further improvement are around what actually happens beyond the financial decision: processes, expectations, personal interactions, anxious waits, unexpected but brilliant practical support services
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The main areas ripe for further improvement are around what actually happens beyond the financial decision: processes, expectations, personal interactions, anxious waits, unexpected but brilliant practical support services

Ruth Gilbert investigates marketing messages, public perception and claims handling standards

In the days when claims values still had to be manually calculated and all our letters had to be dictated for queueing in the typing pool, the claims side of what life insurers do were almost invisible to all but those most directly involved, whether amongst the public or even amongst insurer employees. At that time, after exhausting any complaints process, the only recourse if you felt your claim had been mis-handled was to find a journalist willing to print a story about your case. Even then,...

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