Article date: 31 August 2011
New electronic claims form and mortality search speeds up claims process
A new electronic group risk claims process will make it easier and quicker for Aviva group risk customers to submit a claim during what is a difficult time for family and those dealing with the loss of a colleague.
The market-leading process allows claim forms to be completed and submitted online, with claims through group risk expected to be settled within three days in most cases.
In addition, Aviva will now check the Government Deaths Register online, often removing the need to request the original death certificates from the bereaved family.* The new online claim form has been designed to capture enough information to determine within 24 hours what further documentation may be needed.
If an original death certificate is not needed, this enables the family to continue with other claims or notifications which do require sight of the original, removing a further source of potential worry.
Steve Bridger, head of group risk at Aviva said: “The group life claims team are always looking for ways to ease the claims process for our customers and feedback reflects that we have made significant improvements in this area. This new process builds on this, enabling us to reduce the amount of time between claim and pay-out and further helping our customers at a very tough time.”
Aviva also offers its group risk customers access to a bereavement helpline, a 24-hour confidential service which provides advice from trained bereavement counsellors who can give emotional support as well as guidance on more practical issues such as probate.
*Some situations, such as a death abroad, will necessitate an original certificate.
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Notes to editors:
Aviva is the world’s sixth largest* insurance group. We provide more than 53 million customers with insurance, savings and investment products with total worldwide sales in 2010 of £47.1 billion**.
We are the UK’s largest insurer with 19 million customers and one in three households has a relationship with us. Our combination of life, health and general insurance is unique in its scale and breadth in the UK market. Customers can choose to buy our products through intermediaries, our corporate partners or from Aviva direct and we have become the partner of choice for many of the UK’s biggest organisations.
We are ranked as one of the UK’s top 10 most valuable brands and Aviva plc are in the top 10% of socially responsible companies globally in the Dow Jones Sustainability World Index. In 2010 we invested £4.3m into our communities in the UK, which included 1,500 Aviva volunteers giving 24,000 hours for good causes. In addition, our employees gave £600,000 through fundraising and donating. Read our corporate responsibility report at www.aviva.com/2010cr.
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* based on gross worldwide premiums at 31 December 2010.
** at 31 December 2010.