The Claims on Wheels program sees AIA Australia consultants visit “people facing significant health issues” in their own homes to help them with the claims process.
In a statement, the company said the program proved very successful in Victoria where it was implemented in 2017 with a focus on cancer patients, and, as such, AIA Australia intends to extend it to other claims and implement the program around Australia.
“At AIA Australia, we want to make a difference in people’s lives, especially supporting them when they are going through a tough time,” said AIA Australia and New Zealand chief executive Damien Mu.
“With Claims on Wheels we aim to make the process of submitting a claim and starting treatment easier so they can solely focus on recovery.”
The company says the program has a number of benefits for clients, including improved adviser experience, personalised support, and enabling a continuous dialogue between clients and the service team through a feedback dashboard.
“I’m incredibly proud of the team delivering this service. The positive feedback we have been getting is testimony to both the intrinsic value of this care-based approach to insurance service delivery and their dedicated efforts to implement it,” Mr Mu said.
AIA need to get in right in the office first – I’m going through my second claims experience (as an adviser) with them and the communication has been woeful
You must be one of those “new fellas”, MGR. This plan is not new. Seen it all before, and despite best intentions, the temptation NOT to act in good faith is usually too much for the insurers people on the ground.. I suggest you stay REAALL close to the action mate, to protect your good name. No offence AIA, but your actions over the long term will be the proof of the pudding. I had experience some years ago of a visit to a claimant home from another insurer, a so called REHABILITATION specialist – it took me a lot of time and effort to recover my reputation after this person “verballed “my client by acting beyond his expertise. Very dangerous territory MATE !!!
Take a bow, AIA. You people get it right more often than the competition. Claims are an integral part of a recommendation and planners will gravitate towards this – I’m guessing it will make the claims process less arduous for clients and more efficient for the planner. Brilliant, AIA.