BT FINANCIAL GROUP CUTS RED TAPE FOR TRAUMA INSURANCE CUSTOMER CLAIMS

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BT Financial Group has begun offering Australia’s first telephone based claims service
designed to cut the red tape and long wait times for customers facing what is often associated
with the most difficult time in their lives – making a claim on their trauma insurance.
In 2010 BT Financial Group launched an award winning Tele-claims service for its income protection
customers – receiving strong praise from customers and accolades from across the life insurance
industry.

Phil Hay, head of life insurance at BT Financial Group said “We wanted to be able to offer the same
relief and quality service, to customers in the difficult situation of having to make a trauma claim, as we
were able to make to those claiming on their income protection policies.

We introduced the service quietly in November last year and have received excellent feedback from our
customers who are appreciating not just the convenience of being able to make a claim over the phone
but they are having to wait much less time for their claims to be processed. The processing time has
been dramatically reduced to an average of 14 days compared to 68 days for a paper-based claim.”

Since commencing the new Tele-claims service for trauma insurance BT Financial Group has
processed 16% of all trauma claims over the phone, with $1.6M paid in claims so far. The service is
available for certain trauma conditions and claims of up to $250,000 can be handled through this new
process. The service is available on policies that have been in place for 5 years or more and where
there has been no prior claim.

“The fact that we have the ability now to assess and pay a claim through a phone based system without
the need for the customer to fill in a claim form is not just about ease of process it’s about
understanding the needs of our customers and providing a service that is sensitive to their situation,”
said Mr Hay.

BT Financial Group – Media Release

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