The growing business need and policy-servicing requests of customers have compelled Insurance companies to hire specialists. Since insurance is a long-term product, insurers are expected to assist the clients all the time, during policy tenure and at the time of claims.
In case of health insurance plans, doctors are being hired to assist policyholders to get an alternate opinion in case they are not satisfied with the current diagnosis, said Amit Bhandari, Head, Health & Agricultural Insurance, Underwriting & Claims, at ICICI Lombard.
Most of these services are usually included in the policy as a value-added component planned to provide more than just insurance cover.
Both public and private general insurers are hiring doctors in their team for complicated health cases along with the claim. So a doctor will be present to give information about a medical terminology needed to resolve a disputed case even at the Ombudsman office.
For example, in case of road-side assistance in case of motor insurance, insurers have hired engineers who can suggest basic solution to motor repairs based on description provided by customer over phone before a professional from nearby garages can come and provide assistance.
In the life insurance case too, insurers are hiring specialists like counsellors who can help policyholders at time of death claim.
These expert professionals would be available 24X7 to handle so any grievance in a timely manner.