Guardian has made several additions to its customer portal including the ability to book GP appointments, see cover upgrades and live cover details.
The insurer is also introducing multi-factor authentication to the portal and a feedback form to gain insights from customers about its policies and service.
All its policyholders are set up with a MyGuardian account when their policy starts and it houses the most important policy information including documentation and how to make a claim.
Policyholders can now book remote GP, emotional wellbeing, and aches and pains appointments provided as part of the Guardian Anytime service through the portal, as well as by phone.
Through its real-time cover details, policyholders can view their current live cover amount, which is particularly important for those with increasing or decreasing covers.
They can also see the policy term, any recent changes, and any inactive covers or covers currently in claim, and any children named under children’s critical illness protection.
Cover upgrade and beneficiaries
Last year, the insurer introduced a cover upgrade checker tool and policyholders can now view the conditions they’re covered for, including those added under the cover upgrade.
Beneficiaries of life cover payments, whether through trusts or its payout planner, are also visible, along with the amounts allocated.
Meanwhile, multi-factor authentication (MFA) is being introduced to improve security and the information held about customers.
From today, all new policyholder accounts will be MFA-enabled, and it will be phased in for existing customers over the next 12 weeks, the insurer said.
When policyholders log in, they will be asked to enter a verification code sent to their phone along with their usual email and password, enhancing the security of the account.
‘Engage with their cover’
Guardian head of commercial strategy Rachael Welsh (pictured) said today’s enhancements were designed to further build customer understanding, trust and engagement with their policies.
“Along with our anniversary emails, these changes make it easier for policyholders to review and engage with their cover, as well as see the full value of what they’re getting from their protection policy with us,” she said.
Protection Distributors’ Group member and Plan Money adviser Roy McLoughlin added: “We want clients to understand the value of their protection policies and the fact that they will be financially supported if things go wrong.
“As advisers we are expected to review investments and pensions annually, but we don’t have to do the same for protection. Yet we would always encourage advisers to do so, especially as clients’ circumstances change.
“Initiatives such as annual statements and improved web access and portals to keep clients up to date with the cover they have taken out for themselves and their children and who their beneficiaries are, will help advisers keep reminding clients of the important benefits protection provides.”
