Mutual & Federal Improves Claims Communication

25 October 2011 Mutual & Federal
Sedick Isaacs

Sedick Isaacs

Mutual & Federal, a member of the Old Mutual Group, has recently introduced a faster and more convenient way to communicate with their customers in the event of a claim. The short-term insurer now provides updates to its customers via SMS so that they know the precise status of their claim as it is processed.

“One of the key elements which we wanted to focus on at Mutual & Federal this year was improving communication with our customers and brokers,” says Sedick Isaacs, Group Executive: Claims at Mutual & Federal. “With this new SMS and email system, our Claims Department is making a bold commitment to fast and relevant communication.”

Once a claim is instituted, the automated system sends SMSes to clients, along with emails to their brokers, at all the key touchpoints in the claims process. The automated messages are kept simple and to the point, to ensure clear communication.

“The SMSes to our customers are no-reply messages, so that the relationship between them and their brokers is not compromised,” explains Isaacs. “Ninety-five percent of our clients come to us through our brokers and so we wanted to ensure that this new system did not impact on their relationship. In addition, this technology should improve efficiency in the claims process for our brokers as they do not have to continually make contact with us in order to confirm the status of a claim.”

It was our brokers who initially suggested that Mutual & Federal enhance its communication systems in order to improve service delivery. Isaacs elaborates, “At our broker roadshows in the first quarter of this year, one of the issues raised was the need for better communication. We value the feedback we receive from our intermediaries, so we immediately looked at ways to address this problem.” The SMS system was devised and put in place within three months, emphasising the firm commitment of Mutual & Federal to its brokers and their clients.

Plans are already underway for Phase Two of this automated system, which will provide more detailed information and bring about improved efficiencies and communication.

“Mutual & Federal has always seen our brokers as being valued and active partners in our business, so it makes sense that they should share in the benefits of our enhanced communication systems. Our focus is now on developing innovative ways to improve our customer service and so this first phase of our automated claims system is an exciting step in utilising technology to enhance our relationships,” concludes Isaacs.

Mutual & Federal is one of the leading short-term insurers in southern Africa.

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