Written compliments from customers have doubled, call abandonment rates have halved and claims settled on day zero have increased by 15% in the last year.
Most significant among our developments has been the launch of fully automated claims: eliciting close to 100% customer satisfaction scores from customers, whose use of the service almost doubled during the March snow-related claims surge.
Other new measures include round-the-clock claims fulfilment for customers who prefer to phone a claims handler - whatever the time of day or night. This is supported by state-of-the-art technology that forecasts call volumes, maximises call handler availability and minimises wait times. It has helped to increase settlements over the phone at first notification by 26% since last year.
In addition, call handlers have been immersed in customer-focused training: not least via first-hand experience of patient repatriations, time spent with undertakers to hone empathy skills and sessions with in-house doctors to increase understanding of customers’ complex medical conditions.
Muir Robertson, CEGA’s managing director, says, “We recognise the importance of using automation as part of an end-to-end claims solution that retains the human touch. Our latest service initiatives enable us to offer customers more choice and convenience - and to ensure that we’re there when they need us most.
“We now regularly assess claims and make payments while policyholders are still abroad and settle nearly half of claims on day zero.”