Last week we held our 7th Tele-Interviewing Seminar in Dublin, and I'm pleased to say that all of the Irish Life Assurers attended, most of which are already tele-interviewing.
In this competitive world of profit margins and cost benefits, it was great to hear of one company doing something not driven by purely economic reasons.
Due to the use of Human Immunoglobulin-Anti-D in blood transfusions, about 2,000 people in Ireland are infected with Hepatitis C.
The Irish government are now running a compensation scheme, part of which is to enable Hepatitis C sufferers so infected to effect life insurance cover, at standard rates, underwritten by the Irish Government.
Bank of Ireland Life (BIL) is one of two life offices selling the specific life cover to these Hepatitis C sufferers.
BIL’s drive to offer the product is not on commercial grounds, but as part of its commitment to its customers and the community.
When designing the product, BIL decided to tele-interview all applicants, rather than go down the normal proposal form route, as BIL wanted to offer amore empathetic service for these applicants who have already been through a lot.
As BIL were already tele-interviewing with MorganAsh nurses, it was an easy step to implement and the service has just gone live.
A doctor’s report (PMAR/GPRs) will be obtained for all cases, arguably negating the cost benefit of the tele-interview. The cost benefit decision was based purely offering a more caring process for the consumer and not just on making the most cost effective process.
There is some love left after all.
Andrew Gething is managing director at MorganAsh
The views expressed in this article are those of its author and do not necessarily represent those of the company he represents, IFAonline or any other Incisive Media affiliated organisation.IFAonline
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