Zurich has rolled out a series of changes to its offering for large case protection customers, including an “improved” medical chase process focusing on using electronic IGPR’s and email where possible.
The changes also include full case management for ultra-high-net-worth cases, with a dedicated underwriter providing updates after each piece of evidence is reviewed.
As part of the changes, a named contact for all ultra-high net worth cases will be provided.
Following adviser feedback, a 24-hour turnaround has also been introduced on applications referred to Zurich's underwriters, as well as "quick" turnaround of all medical post received. This will usually be within 24 hours, subject to any complex referrals to the provider's reassurers or chief medical officers.
Other features as part of the revamp include "easy" access to Zurich's specialist large-case underwriting team at any stage pre- or post-application via its dedicated phone line or email.
Prioritised screening is also included whereby Zurich will fast-track cases where medicals or nurse screening examinations are required, the provider detailed.
Additionally, support from Zurich's concierge service will be available, offering advisers regular status updates and targeted chasing to ensure the shortest possible time to issue. Specialist technical support will also be offered to help with a range of topics including trusts, tax inheritance planning.
Eligible customers will also benefit from complimentary cover while Zurich is processing their application, up to £1.5m life cover and £500,000 for critical illness.
Peter Sanderson, head of operations for retail protection, Zurich, said: "We brought our operations teams back to Zurich in the first half of 2022 to support our service transformation and foster closer working relationships with advisers.
In that time, we have seen significant improvements in our customer and adviser feedback and this review builds on that. Having sought adviser feedback, I am delighted to see the implementation of several large case initiatives that will deliver an improved service for advisers and customers."
Zurich's large case team look after any policy where the sum assured is £1 million or more for life, whole of life or critical illness cover, £50,000 or more for income protection, or where a customer's monthly premium is £250 or more. Ultra-high net worth cases are those where the sum assured is more than £5m.
