Fidelity Life has unveiled a new suite of plain English documents to help customers navigate its claims process.
The firm’s Chief Customer Officer Peter Doherty says the new material is a key strategic priority for Fidelity Life.
“What this really means is everything we do is based on a deep understanding of our customers’ motivations and needs – as well as their frustrations,” he says.
Research carried out by the firm found understanding the claims experience is an integral part of a customer journey, and at the heart of the new content is Fidelity Life’s claims promise, which sets out the standards of care customers can expect during their claim.
Other content includes a step-by-step guide to making a claim, information on the most commonly claimed conditions and why not all claims are accepted.
There are also videos with customers sharing their claims stories.
Doherty says: “This new material aims to give customers clarity on what they can expect when it comes to making a claim, and provide reassurance that we’ll support them during this often stressful time.”
The new claims content can be found on Fidelity Life’s website, along with another recent content initiative: Insurance 101.
“Our customer led transformation aims to reimagine life insurance and shift the dial on New Zealand’s under-insurance problem,” says Doherty.