Insurance is often treated as nothing more than a commodity, with shoppers comparing one company’s rates to others, trying to find the best price and coverage.
Family Heritage Life Insurance Co. of America takes a different approach to the insurance business. Family Heritage — led by founder, President and CEO Howard Lewis — excels at selling their premium-priced products because the company places an emphasis on exceptional customer service.
Family Heritage has eschewed the reactive approach of many insurance providers in favor of a proactive approach. Once the company learns of a claim, the claims examiner assigned to the claim will gather the needed information from the doctor or hospital so the claim can be processed.
Customers are aware of the customer service philosophy at Family Heritage from the first time they call. Calls are answered live, with no phone menu for customers to navigate in order to reach a customer service representative.
As soon as a claim is received, it is scanned into the claims imaging system, which allows accurate and speedy processing of the claim. It also allows claims examiners to quickly retrieve all of the related documents when a claimant calls in with questions. Phone calls can be handled quickly and completely, without causing a customer to wait while documents are being retrieved from a file room.
Another system that contributes to exceptional customer service at Family Heritage is the claim payment system. Family Heritage provides policyholders the option to have their claim payments directly deposited in their bank accounts. The direct deposit option is able to provide policyholders with one less thing to worry about during a potentially stressful time in their lives.
Technology and a personal touch help make Family Heritage a customer service leader in the insurance industry.
How to reach: Family Heritage Life Insurance Co. of America, (440)-922-5200 or www.familyheritagelife.com
