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.”
