According to a statement, The Risk Store not only awarded BT a third consecutive A rating, the highest possible C-Map rating, but also a third single-star rating in a row for its Road to Recovery initiative.
C-Map awards a star if an insurer demonstrates a significant innovation that has a positive impact on the claimant experience, the statement said.
The Risk Store managing director Pete Wincott said: “This speaks volumes about the quality assurance improvement initiative the BT claims team, headed by Paula Bourke, have implemented over the last six years.”
BT’s head of life insurance Phil Hay said the C-Map rating recognises the dedication and integrity of their claims management team.
“Achieving an A-plus star rating for the third time reflects our long-term commitment to providing high standards of customer service and claims management to advisers and their clients,” he said.
The Risk Store conducts the C-Map assessment once every two years, and aims to assess around 140 elements of claims management under five key areas: procedures and operations, internal controls and measurement, external relationships and complaints, communications, and knowledge.
Scores are applied to the five key areas that are then amalgamated to an overall rating of A, B or C.
