An end to confusing claims

Article date: 31 August 2006

Resolving claims has never been quicker atNorwich Union Life, thanks to a new, dedicated claims team.

The team – dedicated to supportingpolicyholders and their families – gets involved at theoutset of a claim to ensure it progresses more efficiently.

Since the team was formed, Norwich UnionLife has achieved a 25 per cent reduction in end-to-end time oncritical illness claims. The company attributes its success tosending discharge forms out earlier and completing claim formsover the telephone which means Norwich Union Life obtains betterquality information without additional requests being made.

Sarah Butler, Norwich Union Life claimsteam manager, says: “We have seen our customer satisfactionfeedback results rise dramatically since the introduction of thesechanges and we are allowing customers the choice of taking medicalrequests to their doctor/consultants themselves. We haveredesigned claim forms and medical requests and rigorously chasemedical information.

“Customers are guided through theclaim and it is explained how their claim will be dealt with. If aclaim requires medical assessment, the customer is offered thechoice of completing the claim form over the telephone with anexperienced claims assessor.

“Alternatively, customers and/orfinancial advisors can choose to receive the traditional paperclaim form and complete this in their own time.”


For further information, please contact:
Suzanne Judge or Ailish Hanna at Staniforth on 0161 919 8495 orLouise Soulsby at Norwich Union Life on 01904 452617/07800699526

Notes to editors

  • Norwich Union is the UK’s largest general insurer with amarket share of around 14%, with a focus on insurance forindividuals and small businesses.
  • It is a leading provider of life, pensions and investmentproducts and one of the largest Financial Adviser (FA)providers. FAs provide over 70% of the company's long-termsavings business in the UK.
  • Norwich Union’s news releases and a selection of imagesare available from Aviva's internet press centre at

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