Canada Life Group Insurance further improves customer service with launch of tele-interviewing

Canada Life Group Insurance announces the introduction of telephone interviewing for all products, a move that will improve customer service, speed up the underwriting decision process and reduce non-disclosure.

After a successful pilot scheme with MorganAsh, the service is being rolled out with both a Big T and little t service.

Compared to the previous approach of obtaining a general practitioner’s report (GPR) for all cases that require further medical information, this move is expected to reduce the time taken on the underwriting decision-making process by 20%. In addition, by speaking directly to the scheme member, tele-interviewing ensures that more accurate information is obtained, substantially reducing medical non-disclosure.

Jon Ford, operations director at Canada Life, comments: “Improving our underwriting processes to benefit both advisers and their clients is a key improvement to our offering this year. We have already redesigned the health declaration form this year and now we are extremely pleased to be able to introduce tele-interviewing to all of our products.

“Tele-interviewing ensures we have all of the relevant information from the end user at the earliest possible instance –making the process more accurate and time-efficient for all involved. These continued enhancements contribute to our overall aim to re-position our medical underwriting in the market, delivering excellent customer service.”

Andrew Gething, managing director of MorganAsh, commented: “We are delighted to extend our service with Canada Life Group in the UK. Customer service is a key differentiator in the group market, and the offering of our high-quality personal service is a key ingredient of the customer journey. MorganAsh tele-interviewing is now seen as a key part of the sales process –improving conversion rates and engendering consumer engagement.”