2005-10-03
As from October, Tapiola Group’s new phone claim service covers the entire Finland. From now on customers get claims handled or pending by one phone call.
– Practically all kinds of loss can be handled over the phone claim service regardless of whether the party suffering loss is an entrepreneur, a company or a person, says Head of Department Ritva Makkonen. Only claims relating to life or medical expenses insurance should be reported online or at Tapiola offices.
Immediate decision
The most common losses at home are e.g. damaged mobile phones or domestic appliances. Also stolen bicycles can be reported to the claim service.
– At best, the customer gets the decision during the call and money compensation paid on the account within 24 hours. In order to make a decision Tapiola needs information on the replacement value of the damaged property as well as conceivable repair costs, says Makkonen. Also, water damage can be reported by phone which expedites the process.
The claim service has been tested in different regions of Finland and considered a success. The feedback has been very positive.
– Four of five customers give the service top marks.
Replacing products by mail
Besides the fastness, the customers have also been satisfied with the instructions. If a decision on a claim can not be made during the call, the customer will at least receive detailed instructions and get the claim registered.
Tapiola has co-operation partners offering e.g. accommodation to customers temporarily forced to move from their apartments due to water damage. At best, a temporary apartment can be arranged on the same day the damage occurred. Tapiola is also co-operating with companies helping the customers attaining replacing products.
– A customer can for example receive information on where he can pick up his new mobile phone or that it will arrive by mail within a couple of days.
All losses can be notified by phone
A customer whose bike has been stolen can for example instantly call the claim service where he or she is directed to a claims expert. The customer will then receive information on how the claim is handled and whether the loss is compensated immediately or if additional information is required. In small claims, it is not always necessary to send receipts to Tapiola. In these cases, Tapiola can make the decision during the call and the customer will receive the compensation faster.
– In general, larger claims require additional clarification, e.g. damage on buildings or traffic accidents where the liable party is unclear. However, every occurrence can be notified by phone.
It is also possible to file claims at the Oma service outlets in Tapiola offices. At these service outlets the customers can call the claims service without being disturbed.
– The service outlets have instructions on how to file claims and customers can discus their claim with a specialist and receive necessary information, says Makkonen.
There are a lot of benefits with the new claim service.
–Customers receive instant information on approximately how long it will take to receive compensation and how the handling will proceed. Customers are also informed on required actions.
Calls are recorded
Tapiola records all calls relating to claims. Since the recordings function as documents ensuring the customers legal safeguards, there is no need for loss notifications in writing.
– If needed, customers are allowed to listen to their conversations, states Makkonen.
Tapiola Group Claim Services serves 8 AM through 20 PM at 0306 3636. Claims can also be filed online at www.tapiola.fi/www/Yksityisasiakkaat/Vakuutukset/Vahinko_ja_korvaus/ (in Finnish).
Tapiola Emergency Service serves 24 h daily at 0800 04531.
Information Services/Rami Saarela