1st June 2011

LV= HALVES THE TIME OF TELE-INTERVIEWING SERVICE

Leading protection provider LV= has reduced the time taken to complete its tele-interviewing process by 50% over the last 12 months, by removing ten questions from the initial process. This reduces the average interview time to around 15 minutes.

LV= has invested in continuous assessment of its online rules system and developing in-house expertise, to deliver a fast, customer friendly service that avoids the need to slow the application process down by collecting intrusive GP reports. With the majority of tele-interviews taking less than five days to complete (compared to an average of a month for a GP report). This approach improves customer satisfaction and makes the whole application process easier for advisers and their clients.

LV= was one of the first protection providers to implement a tele-interviewing service to help reduce the risk of non-disclosure and therefore increase the likelihood of claims being paid.

Anna Rogers, LV= head of underwriting said: “Reducing our tele-interviewing times by half, coupled with our recent announcement of reducing the number of GP reports we request by half, will add considerable value to advisers by reducing the overall time it takes to get a protection application completed, and makes the whole process simpler for clients.

“Our in-house team of experts really add extra value in guiding the customer through the application process, and ensures there is no compromise on the quality of service we provide by reducing tele-interviewing times.”

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