The claimant experience is very topical at the moment given the recent mainstream media attention. So it is very timely that leading industry claim consultancy, the risk store, has announced the successful completion by BT Life of the risk store’s Claims Management Analysis Programme. C-MAP evaluates and scores how well insurers deliver on the actual claimant experience – something no one else measures.
How well does BT Life process, accept and decline claims? Very well it seems. They achieved the highest score ever for a C-MAP analysis to-date.
This was the risk store’s third consecutive C-MAP analysis of BT’s claims over a six year period. Not only did they achieve a consecutive A rating (the best rating a company can achieve) but also their third single star rating in a row. A star is awarded if the participating insurer can demonstrate a significant innovation that positively impacts on the claimant experience. In this instance, it was for BT’s ‘Road to Recovery’ initiative.
In the process of obtaining this A plus star rating, BT’s third analysis under C-MAP also scored an excellent, improved rating across all five areas of claims management that are measured.
“This speaks volumes about the quality assurance improvement initiative the BT claims team, headed by Paula Bourke, have implemented over the last six years. They are hell bent on delivering best-of-breed claims management and I’m proud to say C-MAP was a contributing factor in them achieving their goal” – stated Pete Wincott, The Risk Store’s MD.
C-MAP explained
C-MAP is an independently conducted assessment of life risk insurers’ claims departments and actual claims. It then translates the findings into a meaningful measurement of all the elements that feed into a great client claims ‘experience’, giving management a guide as to the potential improvement open to them.
Each C-MAP typically takes 150 hours to complete. Some 140 elements of claims management are assessed under the 5 key areas of:
. Procedures and Operations
. Internal Controls and Measurement
. External Relationships and Complaints g Communications
. Knowledge
Scores are applied to these five key areas, then amalgamated. The overall insurer rating of A, B or C is then applied. A ‘Mark of Excellence’ (see below) is awarded to a participating insurer who rates A or A plus a star.
The Founder and Technical Manager of The Risk Store, Sue Laing adds “We commend BT for its commitment to transparency by allowing independent scrutiny of the precise nature of its customers’ experiences.
In my opinion there is no coincidence that having won the AFA/Plan for Life Claims Team of the year awards in early 2016, BT is the only company that has delivered an A* rating in three consecutive reviews. This third analysis at BT has evidenced a notable increase in dialogue with customers while they are on claim. Overall this is a reflection of the strong culture that has been engendered over many years”
“Achieving an A plus a star rating for the third time reflects our long-term commitment to providing high standards of customer service and claims management to advisers and their clients. It recognises the dedication and integrity of our claims management people,” said Phil Hay, head of life insurance, BT.
Mr Wincott concludes by saying “C-MAP was years ahead of its time when we first introduced it to the Australian market 9 years ago. We know because insurers told us so. However, acceptance by some life insurers to open themselves up, albeit in total confidence and anonymity, to the scrutiny of C-MAP with the ultimate aim of improving the claimant experience, has been a long, hard struggle for us. With recent events shining a spotlight on the way life insurers manage claims, we are optimistic C-MAP along with The Mark of Excellence will eventually be embraced by all insurers, advisers and consumers as an indicator of best practice claims management”.
