Putting claims F1RST
At NEOS, we promise to support our customers during the most difficult times in their lives. We believe there’s no better way of creating a new standard in life insurance than by delivering a great claims experience.
That’s why we’ve created NEOS PR1ORITY. It’s our dedicated claims
team, set up to ensure every customer who claims becomes our number one priority.
Big doesn’t mean better. When it comes to claims, it’s the focus, commitment and capacity of the claims team that counts.
To achieve this, management should be close to the customer, service should be prioritised and the claims team should be well resourced.
You can count on NEOS PR1ORITY because:
Claims managers make the difference between a great claims experience and a poor one.
This pivotal role requires a deep understanding of the product, medical terminology, rehabilitation treatments, superannuation laws and financial accounting. And it doesn’t stop there. All claims are personal, so claims managers also need to be great communicators, empathetic, organised, diligent and have the ability to think and act on their feet. These skills are required to ensure claims are managed efficiently and with empathy.
NEOS PR1ORITY ensures you deal with the best claim managers:
We recognise that it’s often the little things that make up a great experience: like being able to speak to the same person each time you call, knowing your claim is progressing and having promises delivered on.
Feedback shows customers value having a single point of contact for the duration of their claim. They don’t like being kept in the dark, being asked to repeat themselves or having to provide requirements more than once.
NEOS PR1ORITY puts reassurance at the heart of our service:
Behind every claim is an exceptional situation.
So, treating every customer as an individual and making common-sense decisions will go a long way to making their experience a good one.