Claims Excellence Awards Finalist 2020 Q&A: Countrywide Hearing’s tool aims to simplify claims journey

Here we feature Countrywide Hearing entry into Claims Product Solution of the Year – Claims Management

Countrywide Hearing entered its bespoke hearing aid validation tool, to see more fantastic Q&As from finalists, click here

What key achievement did your entry highlight?

Countrywide Hearing are proud to have developed a claims management service that balances the needs of both insurers and their customers. We developed the UK’s only bespoke hearing aid validation tool which allows insurers to appoint us at FNOL, to validate accurately and provide significant savings vs cash settlement. The validation tool simplifies the claim journey, allowing time for one to one claim support with potentially vulnerable customers. Our specialist team and experienced network of Audiologists established an unrivalled and comprehensive replacement solution included in the replacement cost, comprising of unique services such as free home visits and lifetime after-care.

What sets your firm apart from the other short listed contenders?

We appreciate the excellent work our contenders are doing digitally to improve the journey of home insurance claims, but Countrywide Hearing aim to be different because not all claims can be handled in the same way.

We have blended unique claim management technology with high quality specialist care. Our bespoke tool offers quick and comprehensive claim validation at competitive costs for our insurers, without compromising the provision of one to one expert support for their customers. We listen to our customers and provide an exclusive range of benefits to improve not only their claim journey, but their overall hearing experience.

Can you share data or testimonials to back up your bid to win?

In 2019 we helped over 5000 customers, validating 95% claims within 24 hours. Our average saving per claim was £403 vs our competitors.

Don’t just take our word for it though. 99% of customers rated us ‘excellent’ in 2019, and 90% would renew their insurance based on our service.

“The audiologist was excellent, a credit your establishment. Thank you for handling it all for me so swiftly, I’m 90 years old and at last have a hearing aid which is first class”

“Very Efficient. Replacement arrived exactly when said and the audiologist was friendly and knowledgeable”

How will you celebrate if you are the victor?

Winning this award would a huge achievement and we would celebrate with our whole team! We have worked very hard to achieve our goals, and recognise that our success lies with our team of specialists. We are still a small company by comparison and appreciate that we couldn’t provide the high level of care that we are known for without the commitment of each individual, from claims handlers to audiologists, accountants to IT specialists. 

Winning this award would provide welcome recognition within the insurance community, enabling us to improve and expand our offering to new partners and their customers. 

To book your ticket to the Claims Excellence Awards on 15 October, click here

Read more…Relive last year’s Claims Excellence Awards

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