Macquarie Life will be focusing on claims management this year to maintain its service levels to advisers after being awarded five stars in the Beaton Benchmarks Life Insurance Intermediaries Study.

Head of Macquarie Life Justin Delaney told insuranceNEWS.com.au the aim this year is to improve the insurer’s claims management systems and extend rehabilitation services.

“Paying claims is important to both the client and the adviser,” he said. “We always see opportunities to improve the service.”

Mr Delaney says Macquarie Life plans to introduce more technological improvements and streamline claims processes.

“We will be looking at delivering more online claims systems through technology,” he said.

The Beaton Benchmarks study gave Macquarie Life an overall satisfaction rating of 82.5% compared to an industry average of 75.8%.     

It was also above the industry average of 74% in the strength of relationship category, scoring 79.9%.

“This is the third year we have been given a five-star rating by this survey,” Mr Delaney said.

“Not having legacy systems has enabled us to create efficiencies in our service propositions and that has helped advisers dealing with us.”

Advisers gave high marks to Macquarie Life’s production innovation, call centre services and business development manager support.