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2017 Consumer Choice Awards – Which life insurers deliver what consumers want?

16 Nov 2017
From

Rebecca Sheils

The Association of Financial Advisers (AFA) and the Beddoes Institute are hosting the second Consumer Choice Awards (the Awards) which is underpinned by Beddoes Institute’s 2017 Policyholder Perceptions Study and Claimant Journey Study.

The Awards give people who hold life insurance policies (policyholders) via financial advisers and people who make claims (claimants) on those policies, a strong voice in shaping the future of life insurance in Australia.

“When an adviser recommends an insurer to their client, they jointly enter an agreement to deliver to their client when they need it the most,” said AFA CEO Phil Kewin. “The proof can only be measured by the client themselves. That’s why the AFA and Beddoes have partnered to deliver the Consumer Choice Awards.  This way we can recognise those insurers that are delivering a fantastic customer experience and help raise the bar for all, so we continue to make a positive impact on the lives of so many Australians.”

The Awards are designed to encourage excellence; to raise the bar for all life insurers and to recognise excellence where it’s found.  By recognising exemplary insurers, the Awards help advisers and their clients as they choose life insurance policies.

Director of the Beddoes Institute, Dr Rebecca Sheils said, “Using this approach, a large body of evidence about the everyday experience of the majority of policyholders and claimants has been created and this is now guiding improvements in service across the sector and enabling us to recognise the companies that are providing excellent service and transforming the lives of their customers.”

The Awards include the Policyholder Choice Awards and the Claimant Choice Awards. The Policyholder Choice Awards recognise outstanding customer service during 2017, as well as the value (other than protection) that personal life insurance provides such as education, health and wellness programs, communication and other consumer-focused initiatives.

The Claimant Choice Awards recognise outstanding service of claimants of Income Protection, Trauma and Total and Permanent Disability (TPD) insurance during 2017 including claims processing, early intervention, support and holistic care.

Winners of the Awards will be announced on Thursday 16 November at the Langham Hotel, Sydney. The Award categories include:

  1. Overall Consumer Choice Award
  2. Policyholder Choice Awards
    1. Value for Money
    2. Best New Customer Service
    3. Most Satisfied Customer
  3. Claimant Choice Awards
    1. Best Application Process
    2. Best Turnaround Time
    3. Best Claims Staff
    4. Return to Health and Wellness
    5. Focus on Early Intervention
    6. Greatest Gain in Advocacy

More information on the Consumer Choice Awards.

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