Agents are an important contact when consumers have problems in filing a health insurance claim, according to a new survey by the National Association of Insurance and Financial Advisors (NAIFA).
NAIFA undertook the survey at the request of the National Association of Insurance Commissioners (NAIC).
In a presentation at the fall meeting of the NAIC, held in Orlando, Fla., Diane Boyle, NAIFA vice president, federal government relations, told the commissioners that “agents play a critical role in servicing clients with local, personalized and cost-effective ways that deliver value. And the carriers know that.”
According to the survey, agents say they receive an average of 223 requests each year from clients seeking help filing claims.
Of the agents surveyed, 69% said each claims issue requires them to contact the insurance company at least twice on behalf of the client, while 11% said each claims issue requires six or more calls.
Additionally, 82% said they contact the client at least twice per problem claim to follow up, provide updates or request additional information.
The survey was based on a poll of 806 NAIFA members.