It was also a finalist for General Insurance Company of the Year. 

BT Financial Group, which offers both life and general insurance, took out: 

• Innovation of the Year (for Life Insurance tele-claims)
• Call Centre of the Year (for Life Insurance contact centre)
• General Insurance Product of the Year (for Home and Contents). 

BT Financial Group won the Innovation of the Year award for its first-to-market tele-claims service that allows a proportion of disability claims assessments to be conducted over the phone freeing up time to offer clients an innovative face-to-face claims lodgement service. 

Head of Life Insurance, Phil Hay, said the award was the culmination of a highly-successful year which began with the launch of its life insurance offering to the independent financial adviser market. 

“We’re proud of the innovative ways we’re helping advisers and ultimately customers with simpler, easy-to-use products. The Awards reflect the hard work of a committed team working closely with advisers to understand their needs,” Mr Hay said. 

Head of General Insurance, Jim Glossat, said the home and contents award came in a year where thousands of Australians had benefitted from the fact that the policy was comprehensive and covered all types of floods. 

“In a difficult year for many Australians following the natural disasters, we’re pleased to have been able to help many Australians quickly get back on their feet,” Mr Glossat said. 

BT Financial Group’s home and contents insurance is available through Westpac, St.George, BankSA and Bank of Melbourne. Yesterday BT Financial Group announced it had been awarded a 5-star rating by Canstar Cannex and taken out the Canstar Cannex National Award for Outstanding Value Contents Insurance for the second year in a row.

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The A rating reflects BT’s excellence in claims servicing and is the highest rating given by The Risk Store.  The ‘star’ rating reflects that BT offers a differentiated and unique claims experience with its tele-claim service that allows claims decisions to be made without forms or signatures on some income protection claims.

The Risk Store conducted a comprehensive analysis of the systems and standards which govern BT Insurance’s service to customers at claim time, using their “Claims Management Analysis Programme” or C-MAP.  This is a very detailed assessment of all aspects of claims processing and servicing.

Head of Life Insurance, Phil Hay, said BT’s life insurance solution covered the four pillars of technology, product, support and service.

“Service is where the rubber hits the road. The Risk Store’s independent acknowledgement of the outstanding experience BT Insurance provides to customers at claim time reflects the unwavering support our staff provide when customers need it most. We have invested heavily in staff and systems to make processing claims as effective as possible.

“I applaud The Risk Store for developing the C-MAP tool. It is a unique program designed to measure the true customer experience which a life claims team provides to an adviser and their client. A ranking of this nature is something our products are routinely subject to – having the same importance placed on our service offering is a good step for the life insurance industry.”

The Risk Store’s managing director Peter Wincott said: “The C-MAP methodology is intentionally unique by not mirroring any other measure offered to insurers. We applaud BT Insurance for caring enough for their claimants to open up their claims department to this scrutiny. We are therefore very pleased to award them the C-MAP Mark of Excellence as proof of their achievement.”

The ‘star’ ranking coincides with the AFA Plan for Life Risk Innovation Award received earlier this year for BT Insurance tele-claims services, providing further recognition of a unique and innovative, client-centric service solution.

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