everything on life insurance: Claims specialists placed at call centre: Aviva

Ms Lee How Teck, Chief Operating Officer of Aviva has responded to 2 letters published in the online forum of The Straits Times, one by Mr Sim Eng Cheong calling for the setting up of an insurance hotline for emergencies (Jan 17) and the other by Mr Foo Der Chyang titled; Caught between insurer and hospital!

Ms Lee has clarified the matter with Mr Foo and apologised to him for the lapse in customer service.

In line with our efforts to make things as simple and easy as possible for customers, for the past year, we have placed claims specialists at our call centre in order to immediately resolve claims queries whenever possible. - See more at: http://www.straitstimes.com/premium/forum-letters/story/claims-specialists-placed-call-centre-aviva-20150128#sthash.RuiJK9oA.dpuf

To make things as simple and easy as possible for customers, Ms Lee mentioned that for the past year, Aviva have placed claims specialists at their call centre to immediately resolve claims queries whenever possible.

Ms Lee further reiterated that Aviva will continue to work closely with hospitals to improve the customer experience.

my comments:

i'm not too sure why mr sim and mr foo did not get in touch with their adviser to help them in their hour of need.

because i believe their adviser will do their utmost to be of service to them.

in my 18 years in the financial industry, i place the highest priority in servicing my clientele and believe me, this is where i do more than just walk the talk.

and having said this, servicing remains the biggest challenge to any company or individual because more often than not, customers can be downright demanding, often expecting the impossible to be executed almost immediately.

and as the saying goes, the customer is always right!

REFER to the letters ("Set up insurance hotline for emergencies" by Mr Sim Eng Cheong, Forum Online, Jan 17; and "Caught between insurer and hospital" by Mr Foo Der Chyang, Forum Online, Jan 5). - See more at: http://www.straitstimes.com/premium/forum-letters/story/claims-specialists-placed-call-centre-aviva-20150128#sthash.RuiJK9oA.dpuf

I REFER to the letters ("Set up insurance hotline for emergencies" by Mr Sim Eng Cheong, Forum Online, Jan 17; and "Caught between insurer and hospital" by Mr Foo Der Chyang, Forum Online, Jan 5)