|
|
Our claims philosophy
At Zurich, we understand that dealing with the trauma associated with a bereavement, incapacity or the difficulties experienced when someone is ill, can often be distressing and emotional.
So, our first priority is always to try to ensure that every valid claim is settled as quickly and efficiently as possible, and with the minimum of fuss.
- All standard Group Life claims will normally be paid within 2 days of us receiving all our requirements.
- With Group Income Protection Insurance, we aim to begin paying benefits immediately after the Deferred Period has ended.
- To minimise any possible risk of disputes arising, we take great care to agree exactly what cover is required when the policy is set up.
We aim to pay all valid claims promptly with the minimum of fuss.
To support our commitment to processing claims quickly, we encourage anyone wishing to make a claim to notify us as early as possible.
- We ask that we are notified of an income protection claim within the first four weeks of absence.
- This enables us to instigate our claims management straight away. The majority of people want to return to work as soon as possible and early notification enables all parties to work together to help facilitate this quickly and safely.
- We appoint a dedicated case manager to take ownership of each claim from start to finish. This makes it easier and more convenient for employers and members to deal with the same person throughout and helps to build rapport and an understanding.
- They will consider early intervention strategies from the moment we are notified.
- Direct telephone numbers and e-mail addresses will be provided.
- Our experienced case managers will take great care to preserve the confidentiality of all personal information whilst dealing with each claim sensitively and professionally.
- Claims will always be assessed and managed in accordance with the terms and conditions applicable to the customer's policy, although we make every effort to be flexible if, for any reason, a particular claim doesn't meet the exact criteria set out in the terms and conditions.
- Our unique Tele-Claims process helps us to gain a full understanding of the claim and of the employee's individual circumstances straight away, at a time convenient to them. There are no complex or lengthy forms to be filled in.
- If a claim cannot be managed on the telephone the case manager will determine the most appropriate strategy. This may include completing and returning a claim form or arranging for a nurse with the appropriate background to visit the member concerned.
- We choose from a large range of independent providers when arranging nurse visits, functional capacity evaluations, rehabilitation services or independent examinations.
- This allows us to select the most appropriate professional to give us the best assessment and treatment recommendations and ensures that the reports we receive are completely objective and independent.
All our claims assessment processes respect the ABI's guidance notes on Treating Customers Fairly.
|
|
