Case study: Independent Decision Making.

Case study: Independent Decision Making (photo)

In October 2010 we established an Independent Claims Panel in our critical illness and life assurance area. This reviews decisions on repudiated claims before they are communicated.

We continue to challenge claims that are declined. For the 2.5% of claims that are likely to be declined, we have found that 5% are overturned at this stage.

A Justice of the Peace assisted by other senior managers independently oversees the decisions.


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