Chubb Life has developed new condensed claim forms which the company says are more straightforward, with less jargon and should cut down time for customers, advisers and the insurer.
The forms have been developed with input from Chubb Global, Claims Operations Managers, and from its UK-based reinsurer, RGA UK’s specialist behavioural science team.
In an update to advisers, Chubb Life’s Claims Continuous Improvement Manager, Treena Harris, says a key part of the redesign was bringing in expertise from RGA UK’s behavioural science team, who reviewed the forms and helped identify where customer are being asked to do unnecessary cognitive work.
“Years of company mergers, acquisitions, product changes, wording changes and language quirks had left us with this sprawling library of forms that customers and advisers had to navigate, many of them carrying legacy questions that no longer served a clear purpose,” she says.
…The project has consolidated everything into 14 claim forms and five consent forms…
The company says the project has consolidated everything into 14 claim forms and five consent forms, with the aim to have the new forms available from the first week of June.
The adviser update says key changes made to the forms include:
- Replacing open percentage questions with simple tick-box tables i.e. forms that asked customers to name and estimate the percentage of time they spend doing a particular work task. Now the new forms have simple tables that ask them to select a task and frequency, such as ‘Never, Rarely, Sometimes, Often, Always’
- Rewriting declarations and privacy statements in plain English, so customers gain a clearer understanding of what they’re consenting to and why their information is being collected
- Stripping back the jargon and adding definitions for terms like ‘gross amount’, which may not be familiar to all customers
- Removing the separate discharge form for lump sum claims. Bank account details are now collected upfront, so payment can be processed on acceptance without requiring an additional step from the customer
…The forms project is the first phase of a wider programme…
Chubb Life says the forms project is the first phase of a wider programme and next is a refresh of Chubb Life’s template letters from claim acceptance to settlement.
“Meanwhile, the team, alongside Chubb Global, is also developing new IP financial calculators to support the more complex calculations involved in indemnity policies, with early feedback proving positive,” the update says.