Aviva has introduced a new tele-interview underwriting approach for group risk private medical insurance customers.
Using 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.
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 aids 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.