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AIA.COM.AU

Claims Care – The Story

Monique Le Roux2015

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Importance of Service Around Claims

• In 2013, AIA Australia paid out over $670 million in claims.

• That’s over $2.6 million every working day.

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Efficient Claims Process

• Always work with an efficient claims department

• Claims philosophy and payment history can be considered as a part of your product recommendation

• AIA Australia enables advisers to track claims online

* A+ rating is from our independent claims mapping conducted by Sue Laing of The Risk Store – 2010 & 2008

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Branded CARE Kit

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Contact Sheet for your Practice and the Insurer

• Promote a staff member to Claims Coordinator

• Create an ‘Insurance Claims’ contact sheet for your practice

– Creates structure and process inside your practice

– One point of contact for all parties

• Place the Insurers Contact Sheet inside the kit

– Assist client with any clarification needed

– Enables client to quickly return claim teams calls

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In Case of Emergency Contact sheet (ICE Contacts)

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In Case of Emergency Contact sheet (ICE Contacts)

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In Case of Emergency Contact Business Card (ICE Card)

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Claims Timeline

Please note:

Should you have any concerns about finances for the nominated period of time specified below then you should immediately discuss this with us

48 hours Up to 5 days

Will vary depending on complexity of

claim

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Explain Your Value & Service Proposition

• We are living in a competitive world

• Information is free and readily available

• Knowledge of product is great, but clients want more

• Start talking about the value you give, the services you offer

• SUPPORTING your client is your key!

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Insurers Claim Forms

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Creating Your Own Claims Collateral

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Claims Checklist

Yes No Please add comments / clarification where needed

Policy document provided?

Original Death Certificate or certified copy?

Is the cause of death established

Is the death subject to a Coronial Enquiry?

Copy of the Coroner’s Report (if ‘Yes’ above)

Please note:

ABC Financial Planning is managing this claim on behalf of our client.

Please consult with us prior to communicating with our client.

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Donate to Your Clients Charity

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Pamper Voucher

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Helpful Information

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Business Survey

• Seek verbal feedback

• Create a business survey to improve your services

• Always see what could have been done better

• Survey Monkey

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Summary

• Add and subtract from the kit to create a personalised process

• Give your company and your client a professional process

• Ensure it is useful for your client and give them an understanding of the claim process

• Ensure that you are creating something that is above industry standard

• Create something unique so that in your client’s dark times they speak positively about you

• Understand your company entitlements

• A kit should reflect professionalism with heart and soul

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Work shop your own CARE kit

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Thank you.

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Disclaimer

Confidential - Not for reproduction or distribution without the consent of AIA Australia.

The content is current as at the date set out on the cover page of this presentation and may be subject to

change.

This presentation provides general information only, without taking into account the objectives, financial situation, needs

or personal circumstances of any individual.  This presentation may contain projections concerning financial information

and statements concerning future economic performance and events, plans and objectives relating to management,

operations, products and services, and assumptions underlying these projections and statements. It is possible that

actual results and financial conditions may differ, possibly materially, from the anticipated results and financial condition

indicated in these projections and statements.  

AIA Australia Limited (ABN 79 004 837 861 AFSL 230043).