BT Life has achieved the highest score of 95% in the Risk Store’s Claims Management Analysis Program (C-MAP).

It is the third consecutive analysis of BT’s claims data over a six-year period. The company is the only life insurer to submit to the process on a long-term basis.

The program independently assesses an insurer’s claims department and actual claims. It then translates the findings into a measurement of all the elements that feed into a great client claims experience.

Each assessment typically takes 150 hours to complete and about 140 elements of claims management are assessed.

The Risk Store MD Pete Wincott says the rating is a reflection of BT’s quality assurance improvement initiative introduced into the claims area during the past six years.

“This third analysis at BT has shown a notable increase in dialogue with customers while they are on claim. Overall this is a reflection of the strong culture that has been engendered during many years.”

The C-MAP process was introduced nine years ago, but Mr Wincott says only a few insurers have taken part in the program.

“Acceptance by some life insurers to open themselves up, in total confidence and anonymity, with the ultimate aim of improving the claimant experience, has been a long, hard struggle for us,” he said.

“With recent events shining a spotlight on the way life insurers manage claims, we are optimistic C-MAP will eventually be embraced by all insurers.”