Article date: 1 September 2009
Aviva today announced the introduction of a new tele-interview underwriting approach for its Group Risk customers. Facilitated by a team of medically trained professionals, including doctors and nurses, the new approach will significantly improve the customer experience both at application and claims stage.
With immediate effect, any Aviva Group Risk customers requiring medical underwriting will be given the choice of either completing an application form in the traditional way, or opting for a tele-interview. Those choosing to be tele-interviewed will receive a call from a dedicated tele-interviewer who will lead them through a comprehensive medical and lifestyle questionnaire.
Where previously the onus was on the customer to provide all relevant medical details, this new approach means that essential information is now captured by a specialist interviewer trained in communication skills and equipped with the medical knowledge to interpret and record the details. The customer is sent a copy of the report to verify the information that they provide during the interview.
This personalised approach not only facilitates the accurate capture of medical and lifestyle information, but also enables customers to ask questions and provide data at a time and place convenient to them.
In addition to noticeably improving the underwriting process, tele-interviewing has proven to significantly reduce non-disclosure – particularly around sensitive issues. The comprehensive interview also helps reduce the need for further medical information, providing quicker underwriting decisions.
This enhancement follows the announcement earlier on in the year that Aviva was introducing Once Only Underwriting.
Andrew Stephenson, group risk national sales manager, Aviva UK Health, said: “Tele-interviewing further improves our Once Only Underwriting process, reducing time and cost whilst maintaining sound underwriting principles. The introduction of tele-interviewing will significantly improve the service we offer to both intermediaries and our Group Risk customers. The new approach not only helps speed up the application process, but also helps us capture as much information as possible in the initial interview, reducing the need for additional medical information. This has proven to significantly reduce non-disclosure, giving our customers greater reassurance that their claim will run smoothly.”
For further information, please contact:
Telephone: 0238 035 9383
Notes to editors:
Health and Wellbeing from Aviva
Established in 1990 as the healthcare arm of Norwich Union, Norwich Union Healthcare was re-branded to Aviva in 2009. We provide a range of private medical insurance, income protection, occupational health and group life products and services that cover over 2,400,000 lives. We are one of the largest providers of income protection, group life and private medical insurance in the UK.
Norwich Union Occupation Health, a sister company of Norwich Union Healthcare, was also re-branded to Aviva in 2009. Occupational Health provides occupational health solutions and services to a wide range of industry sectors. By utilising their large fleet of purpose built mobile clinics and approved medical centres, staffed by a team of experienced occupational physicians and nursing staff, the services are designed to meet the individual needs of clients.
Aviva Health UK Limited is authorised and regulated by the Financial Services Authority and is a member of the Association of British Insurers and the Financial Ombudsman Service.
Aviva’s news releases and a selection of images are available from Aviva’s internet press centre at www.aviva.com/media.
- Aviva, the international savings, investments and insurance group, is the world’s fifth largest insurance group, serving 50 million customers across Europe, North America and Asia Pacific.
- In the UK, Aviva is a leading provider of life, pensions, investment, general insurance and health products to more than 20 million customers. Aviva also provides roadside assistance through the RAC. Products are distributed through a number of channels including IFAs, brokers, corporate partners and direct to customers via the internet.
- Aviva's UK Insurance business has a market share of around 15%, making it the largest general insurer in the UK. The business is focused on insurance for individuals and small businesses.
- Aviva's life and pensions business in the UK has a total market share of 12% and a top three position in its key markets of savings, protection, and annuities.