Feedback from customers on telephone interviews to answer health questions has been consistently positive – Questions easy to understand and process smooth.
Between April and July 2009, the Wiesbaden-based financial services provider Delta Lloyd carried out a survey among customers who have used tele-underwriting, to assess customer satisfaction levels for the service. Tele-underwriting involves a telephone interview during which a specially-trained interviewer goes through the application questions with the customer and carries out the assessment.
Excellent scores for the interview
Of the 124 customers surveyed, 94.2% stated that they were completely or very happy with the tele-underwriting service. A further 5.8% were happy, and no negative ratings were given. Satisfaction levels were rated on a scale from one to six – one meaning “completely happy” and six meaning “not at all happy” – the average score was 1.68. The interview received especially positive ratings, with a mean value as high as 1.48. The questions asked received good scores too, with an average of 1.75. The interviewers were also rated highly by 98.4% of respondents.
“The results of this customer survey clearly prove that we made the right decision two years ago when we became the first insurer in Germany to introduce tele-underwriting”, says Wolfgang Fuchs, commercial director at Delta Lloyd Germany. “Our partners are using this process more and more often, to save time but above all to avoid liability. But I’m especially pleased that the service has been so well received by our customers. They recognise our interviewers as professional and capable, and benefit from much reduced processing times.”
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For further information:
Martina Fassbender
Telephone: 0611 773 25 71
E-mail: martina.fassbender@deltalloyd.de