Insurance company replaces forms with phone calls

INSTEAD of completing forms, applicants for Aviva health insurance can now opt for a telephone interview.

It now has a team of seven medically trained agents at its call centre in Sheffield who call applicants and take them through a comprehensive medical and lifestyle questionnaire.

The customer is sent a copy of the report to verify the information that they provide during the interview.

Aviva says the new approach will significantly improve the customer experience both at application and claims stage.

The service is available to individuals whose employers take out a group policy.

Aviva said: “This personalised approach not only facilitates the accurate capture of medical and lifestyle information, but also enables customers to ask questions and provide data at a time and place convenient to them.

“In addition to noticeably improving the underwriting process, tele-interviewing has proven to significantly reduce non-disclosure — particularly around sensitive issues. The comprehensive interview also helps reduce the need for further medical information, providing quicker underwriting decisions.”

Aviva already had a similar system for applicants for its income protection policies.