Bharti AXA Life Insurance, the private life insurance joint venture between Bharti Enterprises and AXA, the world’s largest insurance company, introduced a unique service proposition to ease pressure off claims process – Claims Assistance Manager (CAM).

A personalised service, CAMs will offer expert knowledge and guidance to enhance customer claims experience.

Announcing the initiative, Jyoti Punja, chief operating officer, Bharti AXA Life Insurance, said, “Claim settlement is the moment of truth for any insurance customer. A number of our researches lead us to the conclusion that customers consider claim settlement as a complicated and lengthy process. We are sensitive of the claimant’s loss and expectation from his insurer, and hence, have introduced the Claims Assistance Manager to assist in the multi-step process.”

Every claim is unique in its conditions and therefore, requirements. Lack of a single-window concept, to address confusion and offer expert guidance, often leads to a hassling experience for customers.

CAMs fill this requirement on an individual claimant basis. CAMs are experienced Bharti AXA Life employees equipped with industry knowledge and well-versed in company processes.

They will be proactively involved in the claims procedure, from intimation to settlement. The objective of the proposition is to bring clarity, offer support and provide a logical conclusion to claims.

The initiative has been activated across all branches in the country through a communication structure designed to take the service aspect to the next level.

For easy reach claimants will be contacted through SMS, emails, letters, calls and walk-ins at the branch.

Last year, Bharti AXA Life launched the ’48-hour fund claim’ campaign. The campaign has been successful with a delivery accuracy of 99.72 per cent.

The CAMs initiative will take Bharti AXA Life a step further in the commitment to providing customers with best-in-class service.