Zurich has made changes to its service offering for large case customers after concluding an end-to-end review.
After listening to adviser feedback, the insurer is implementing multiple changes in a bid to deliver a quicker and more tailored service.
The changes include an improved medical chase process focusing on using electronic IGPRs and email wherever possible, and full case management for ultra-high-net-worth cases, with a dedicated underwriter providing updates after each piece of evidence is reviewed.
Features of Zurich’s changed large case service include a concierge service where advisers will get regular status updates, and targeted chasing designed to ensure the shortest possible time to issue and a named contact for all ultra-high net worth cases.
It will also include access to the specialist large case underwriting team at any stage via a dedicated phone line or email; 24-hour turnaround on applications referred to underwriters and prioritised screening.
Zurich will also offer specialist technical support to help with a broad range of topics including trusts, tax, inheritance planning, and more.
Eligible customers will benefit from complimentary free cover while Zurich is processing their application, at no additional cost, up to £1.5m life cover and £500,000 for critical illness.
Peter Sanderson, head of operations for retail protection at Zurich, said: “We brought our operations teams back to Zurich in H2 2022 to support our service transformation and foster closer working relationships with advisers.
“In that time we have seen significant improvements in our customer and adviser feedback, and this review builds on that.
“Having sought adviser feedback, I am delighted to see the implementation of several large case initiatives that will deliver an improved service for advisers and customers.”
