Life Insurance Claims Poor Service

Life Insurance Claims Poor Service

Life Insurance claims handlers offer a poor service according to the ABI.

The results of the Association of British Insurers (ABI) customer impact survey of 20,000 customers has revealed that half of protection claimants felt the way their call for cash was dealt with was poor, with only 50 per cent rating claim procedures as excellent, a drop from 53 per cent since last year’s survey.  

Despite this, overall satisfaction with the long-term insurance industry remained high as 85 per cent of consumers felt their provider treated customers fairly.  

Our view

A Life Insurance claim means a client is either going through a serious illness or has died.  This must be remembered when a provider is handling the claim.  Regrettably, much the same as in a hospital, the people making the decisions become de-sensitised to the fact that real person has died or is ill.

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