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Consumers demand ‘fair, fast payouts’

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Life insurance policyholders want faster payouts and better innovation and communication, according to an analysis of hundreds of consumer reviews on comparator Insurance Watch.

Even reviewers with successful claims are critical of long payment delays and voluminous documentation, Insurance Watch says.

Other issues include large premium rises, long wait times on the phone and being passed between consultants.

Consumers rate ClearView, AIA and OnePath as the top three life insurers this year.

“Insurers shouldn’t take policyholders for granted,” Insurance Watch MD Wally Ripper said.

“Today’s consumers expect more than just a renewal notice each year, and at claim time they want fair and fast payment.”