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Teleclaims - the pros and cons
(14 April 2000)
(14 April 2000)
Teleclaims - the pros and cons
Pros
- Speeds up the service to the client - an instant decision to pay a claim can be made in certain cases.
- Clients can still opt to fill in a form if they prefer.
- Brings large savings as it cuts paper and postage costs and is thought to eliminate fraud.
- Clients are less likely to give false information over the phone, so claims are less inflated.
- Clients can be advised on the phone which supporting documents are needed, again reducing paper work.
Cons
- The volume of claims at peak time could mean long delays in getting through to the teleclaims department.
- Most claims need supporting documents. Insurers could be taking a big financial risk by waiving this request.
- Clients might feel hassled and want to change their claim when they have thought about it.
- Elderly clients might not be happy to discuss a claim on the phone.
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