telephone claims

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  • #21728
    Anonymous
    Guest

    Hi all,

    does any one have any advice on telephone claims, do you offer this service – does it work ??

    we are looking at offering a dedicated telephone claims line, our fraud department are insisting on a signature, which means the claimant would have to come into a Customer service centre or have a visit to sign the completed form, which kinda defeats the object !

    any ideas ??

    Thanks
    T Fox

    #5770
    jmembery
    Participant

    Tele-claims are great.
    we do some “no signature” ones and some where we visit and obtain a signature.

    Our fraud section didn’t like it at first but over the 4 years we have been running it then has not been a single case where a fraud investigation/prosecution was hindered by the fact it was a tele-claim. We do, however, record all the calls so have evidence if needed.

    #5771
    Anonymous
    Guest

    Thanks for the reply

    couple of questions –

    do you offer a free phone line or do you call them back ?
    which staff do the forms over the phone and do they take a long time ??

    Thanks

    Tammy Fox

    #5772
    jmembery
    Participant

    We phone them back.

    We have a mini-call centre staffed by Benefits people who do the calls.
    Phone claims usually take between 15 and 45 mins with an 2average claim taking just over 20.

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