Pacific Life Insurance has launched a new specialized service, Beneficiary Services, with the aim to help beneficiaries during their time of grief, educate them on available options, assist in completing claim paperwork and be the point of contact throughout the process.
Created to be a personalized and proactive offering, delivered by a team to annuity beneficiaries, this service provides dedicated support during the claims process. Upon notification of a death, Beneficiary Services will immediately call the beneficiary and provide details regarding the claim process or set up an appointment to review options at a more convenient time.
Additionally, Beneficiary Services will route each beneficiary claim until resolution and ensure the beneficiary is updated on status, outstanding requirements, notification of the processing time and payout once good order of the claim is achieved.
Pacific Life operations, retirement solutions division vice president Frank Boynton said: “Over the past few years, we have been carefully evaluating all aspects of our customer experience.
“The claim process was an area we felt would benefit from a specialized team providing dedicated contact due to both the sensitive nature and complexity of the situation.”
Boynton said: “This is a combination that we believe will benefit from a personalized level of service.”
In the initial testing phase, beneficiaries who worked with Beneficiary Services were impressed at the level of accessibility and support, providing positive reviews and feedback.
Source: Company Press Release