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AMP insurance claims fast tracked
Insurance
14 December 2017

AMP's Fast Track claims process, which can replace forms with a phone call, is having a significant impact on claims handling times with some AMP customers now experiencing just 36 hours from initial phone call to payment.

Customers whose claims are managed through Fast Track have the option to speak with a case manager who can lodge their claim on the spot, rather than having to fill in the initial 11-page claim form.

AMP Group Executive Insurance Megan Beer said the process helps case managers make the right decisions faster and has improved the claim lodgement experience for customers.

"Initial claim phone calls have increased from five-minute averages to 30-40 minutes, following a go-slow-to-go-fast mentality.

"The in-depth conversations help case managers understand customers more deeply, resulting in more efficient claims handling from the outset," Ms Beer said.

"The in-depth conversations help case managers understand customers more deeply, resulting in more efficient claims handling from the outset" - Megan Beer

During the initial phone call a customer's claim is lodged directly on the system which means case managers are able to determine eligibility as early as possible and, in some cases, can even assess benefit entitlements on the spot.

In a recent breast cancer trauma claim the case manager was able to lodge the customer's claim over the phone and they received payment 36 hours after the initial phone call.

The detailed information obtained up-front means in some cases AMP is even able to offer the customer a tailored recovery solution during the initial phone call and link them with important rehabilitation programs faster.

Ms Beer added: "AMP is focused on providing an experience for customers where they feel supported from their first interaction, whether this be through connecting them with community services, arranging short-term support or suggesting rehabilitation options.

"Advisers have told us customers are valuing this support and that they have appreciated case managers being able to make proactive decisions about their claim."