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AIA rolls out new claims management service

The country's biggest life insurer, AIA, is launching a new service to help disability policyholders at claims time.

Friday, October 2nd 2020, 12:07PM

The insurer is launching AIA 360, which is described as "a personalised end-to-end claims experience providing support, guidance and rehabilitation."

The programme will be available to eligible income protection claimants and is offered free of charge. 

Currently the company spends more than $1.1 million a year helping people on disability claims. It has 26 case managers looking after 1,300 rehabilitation cases.  This is about 45 cases for each case manager. 

"We keep these numbers low so we’re able to provide a good level of individualised and tailored care and support to each customer," AIA chief customer officer Sharon Botica says.

She says the programme will provide support and guidance throughout the claims journey.

This includes answering any initial questions about a policy, guiding claimants through any claims information they need, help establish whether any medical reports are required and facilitate a rehabilitation programme/return to work programmes for claimants.

Botica says will the company is trying to digitalise many of its processes, DI claims management requires the personal human-to-human touch.

"People are in a very vulnerable position when they claim," she says.

Botica says advisers will be able to give clients comfort that if they have to make a DI claim, there is a full service to support them.

360 Care will give clients confidence at claim time, she says.

360 Care is an evolving claims experience that will be available to more claimants in the future.

Overall AIA covers 104,000 New Zealanders on disability insurance. Around one third of its new business written each year is for disability income.

Tags: AIA Disability insurance

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