Article date: 19 February 2007
Norwich Union has introduced a telephoneservice staffed by nurses to help gather information on someprotection product applications and speed up the process. Theservice, which was launched at the start of the year, has carriedout over 1,400 telephone interviews.
Telephone nurse interviews are targeted at policy applications thatrequire further information, either because of responses which havetriggered further questions, or as a result of ambiguous answers.They have been used in cases where general practitioners’reports (GPR) may typically have been used. This can help tostreamline the process dramatically - a typical GPR can take around20 days to send and receive, while the majority of telephone nurseinterview cases are turned around within twodays1.
Tony Jupp, chief underwriter at Norwich Union, said: “This isa very successful initiative and using healthcare professionals tointerview some of our applicants has had great benefits. It hasspeeded up the turnaround times on some complex cases.
“We have targeted nurse calls where they will add most value.They are invaluable in providing insight where a client has made avague or incomplete instatement in answer to a question. By usingtheir medical knowledge they are ideally suited to question andunderstand the importance of the information a client was trying togive us.”
Norwich Union began an initial pilot of telephone nurse interviewsin September 2006, before launching the scheme in 2007. Whencontacted, 98% of applicants have been happy to talk through theirapplication form with a Norwich Union nurse.
Press office contacts:
Rob Pell 01904 452659 Out of hours 07800 699563
Louise Soulsby 01904 452617 Out of hours 07800 699526
Notes to editors:
1 Around 60% of telephone nurse interviews arecompleted and processed within two days.
About Norwich Union
Norwich Union is theUK’s largest insurer. It is a leading provider of life,pensions and investment products and one of the largest financialadviser (FA) providers. FAs provide over 70% of the company'slong-term savings business 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 www.aviva.com/media.