AEGON has launched a new website and guide, aimed at customers to help them understand everything they need to know about claims, from filling out the initial application forms to the steps they need to take when it comes to making a claim.
The ‘All about claims’ website has valuable information covering all aspects of claims, including a comprehensive glossary of protection terms and explanations into why some claims have to be declined.
There is also a section focusing on how AEGON deals with non-disclosure, by taking each of the three ABI defined categories of non-disclosure with example case studies to determine whether a claim would be paid in full, partially paid or declined.
Matt Rann, Group Head of Underwriting and Claims at AEGON said:
“AEGON wants to pay claims and we designed this customer facing website to make it easier for customers to understand all areas of the claims process. The site includes checklists to ensure all the relevant medical information is disclosed up front and to ensure the application forms are completed in full.
“One frequent misunderstanding among many customers is that they will be covered for all critical illnesses when they take out a policy. We want to help manage their expectations from the outset to ensure they know exactly what illnesses they are covered for.”
In April, AEGON launched a new adviser facing guide dedicated to claims. The guide includes checklists that advisers can run through with their customers to ensure as much detail as possible is disclosed and that all aspects of the application form are completed.
Advisers can download the new claims guide at www.aegon.co.uk/adviserclaimsguide
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Notes to Editors
In the UK AEGON offers pensions, life insurance, asset management and financial advice to around two million customers. AEGON UK has assets under administration of £53.6 billion and employs approximately 4,900 staff.
AEGON is one of the world’s leading insurance groups with approximately 28 thousand employees world wide and 40 million customers in the Americas, Europe and Asia. AEGON's revenue generating assets totalled EUR 388 billion at 31 March 2010.