LV= has reduced the time taken to complete its tele-interviewing process by 50% over the last 12 months, by removing 10 questions from the initial process. This reduces the average interview time to around 15 minutes.
LV= has invested in continuous assessment of its online rules system and developing in-house expertise, to deliver a fast, customer friendly service that avoids the need to slow the application process down by collecting intrusive GP reports. With the majority of tele-interviews taking less than 5 days to complete (compared to an average of a month for a GP report) this approach improves customer satisfaction and makes the whole application process easier.
Anna Rogers of LV= says, "Reducing our tele-interviewing times by half, coupled with our recent announcement of reducing the number of GP reports we request by half, will reduce the overall time it takes to get a protection application completed, and makes the whole process simpler."