Claims time cut is just what the doctor ordered

Article date: 7 December 2006

An initiative to cut end-to-end times for illness claims hasknocked up to two weeks off previous waiting periods, according toNorwich Union Life.

The approach, used for critical and terminal illness claims, hasseen success when putting the claimant in control of GP responsetimes.

Sarah Butler, Norwich Union Life claims team manager, explains:“When progressing illness claims, we are very much dependenton the doctor’s speed of response.

“So now, we are giving our customer the choice to take themedical report form to their doctor directly. The thinking is thata busy GP will react better to a patient than an insurancecompany.

“Our hunch has proved correct and, as a result, the time ittakes to get the form back has been cut by a third, which meansnearly 14 days fewer in the longest cases.

“And despite the onus being placed on the claimant, we havefound that no-one feels it is an imposition when they know thattheir claim will be resolved more quickly as a result. Of course,Norwich Union Life pays the GP for the information and chases themfor return of the medical report form too.”

This is the latest strategy introduced by Norwich Union Life toreduce end-to-end claims time.

Since the launch of the Claims Support Team, the insurer hasdeveloped systems to capture information from the customer andtransfer it directly to a claim form.

This enables the assessor to ensure the claim form is completed asfully as possible, to deal with issues immediately and obtain agreater depth of information.


For further information, please contact:

Jon Clements or Ailish Hanna on 0161 919 8495 

Robert Pell or Louise Soulsby at Norwich Union Life on 01904452659/07800 699563

Notes to editors:
Norwich Union is the UK’slargest insurer. It is a leading provider of life, pensions andinvestment products and one of the largest financial adviser (FA)providers. FAs provide over 70% of the company's long-term savingsbusiness in the UK.

Norwich Union is the UK’s largest general insurer with amarket share of around 14%, with a focus on insurance forindividuals and small businesses.

Norwich Union’s news releases and a selection of images areavailable from Aviva's internet press centre at

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