Fidelity Life has unveiled a new suite of plain English claims content that seeks to boost customers’ understanding of the claims process.
The insurer said that the move will ultimately help more New Zealanders understand the benefits of insurance protection. Fidelity Life chief insurance officer Kath Johnson (pictured above) said the new material is a product of extensive research and testing with both existing and potential customers.
“Being customer-led is a key strategic priority for Fidelity Life,” Johnson said. “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.”
Fidelity Life said its research found that understanding the claims experience is an integral part of a customer’s journey, whether they’re thinking about buying life insurance or about to make a claim.
The new content is based on Fidelity Life’s claims promise, which sets out the standards of care customers can expect at each interaction during their claim. It also contains a step-by-step guide to making a claim, information on the most commonly claimed conditions and why not all claims are accepted, and videos with real customers sharing their claims stories.
“This new material, written in plain English, 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,” Johnson said.
