AIA has announced the launch of AIA 360, a free claims management service that is on offer to eligible IP customers. AIA currently spends over $1.1 million annually to assist customers on disability claims and has 26 case managers assigned to 1,300 cases. This averages to 45 cases for each case manager. Chief Customer Officer Sharon Botica has said AIA is able to improve processes and offer better support with AIA 360.
“The insurer is launching AIA 360, which is described as "a personalised end-to-end claims experience providing support, guidance and rehabilitation."
The programme will be available to eligible income protection claimants and is offered free of charge.
Currently the company spends more than $1.1 million a year helping people on disability claims. It has 26 case managers looking after 1,300 rehabilitation cases. This is about 45 cases for each case manager.
"We keep these numbers low so we’re able to provide a good level of individualised and tailored care and support to each customer," AIA chief customer officer Sharon Botica says.
She says the programme will provide support and guidance throughout the claims journey.”
Advisers will be able to offer customers support during the digital claim process. Although the service is currently being offered to those making IP claims, AIA is looking to expand the service offering in the future.
“Botica says will the company is trying to digitalise many of its processes, DI claims management requires the personal human-to-human touch.
"People are in a very vulnerable position when they claim," she says.
Botica says advisers will be able to give clients comfort that if they have to make a DI claim, there is a full service to support them.
360 Care will give clients confidence at claim time, she says.
360 Care is an evolving claims experience that will be available to more claimants in the future.” Click here to read more
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