When It Comes to Cancer Support, the Human Element Is Invaluable
Aflac has introduced a dedicated cancer care line to provide specialized support for policyholders with first-time cancer diagnoses. This initiative, part of Aflac's 'cancer ecosystem' approach to claims, allows callers to bypass the regular queue and connect directly with specially trained customer care specialists. The team of 17 specialists, many of whom have personal experiences with cancer, handles approximately 3,000 cancer-related calls per month.
Keith Farley, Senior VP of Individual Voluntary Benefits at Aflac, emphasizes the importance of human interaction in these sensitive situations, stating, 'When you've been diagnosed with a disease like cancer, you may just want to talk to a human.' The specialists focus on providing empathetic support and guidance through the claims process, resulting in higher-than-average customer feedback.
Aflac ha introdotto una linea di assistenza dedicata ai pazienti oncologici per fornire supporto specializzato ai titolari di polizze con diagnosi di cancro per la prima volta. Questa iniziativa, parte dell'approccio di Aflac chiamato 'ecosistema del cancro' per le richieste di risarcimento, permette ai chiamanti di saltare la coda normale e di connettersi direttamente con specialisti dell'assistenza clienti appositamente formati. Il team è composto da 17 specialisti, molti dei quali hanno esperienze personali con il cancro, e gestisce circa 3.000 chiamate relative al cancro al mese.
Keith Farley, Vice Presidente Senior dei Benefici Volontari Individuali di Aflac, sottolinea l'importanza dell'interazione umana in queste situazioni delicate, affermando: 'Quando ti viene diagnosticata una malattia come il cancro, potresti semplicemente voler parlare con una persona.' Gli specialisti si concentrano sull'offrire supporto empatico e guida attraverso il processo di richiesta, ottenendo un feedback dei clienti superiore alla media.
Aflac ha introducido una línea de atención dedicada al cuidado del cáncer para brindar apoyo especializado a los asegurados con diagnósticos de cáncer por primera vez. Esta iniciativa, parte del enfoque de Aflac llamado 'ecosistema del cáncer' para reclamaciones, permite a los llamantes saltarse la cola habitual y conectarse directamente con especialistas entrenados en atención al cliente. El equipo está compuesto por 17 especialistas, muchos de los cuales tienen experiencias personales con el cáncer, y maneja aproximadamente 3.000 llamadas relacionadas con el cáncer al mes.
Keith Farley, Vicepresidente Senior de Beneficios Voluntarios Individuales en Aflac, enfatiza la importancia de la interacción humana en estas situaciones sensibles, afirmando: 'Cuando te diagnostican una enfermedad como el cáncer, solo puede que quieras hablar con un ser humano.' Los especialistas se enfocan en brindar apoyo empático y orientación durante el proceso de reclamaciones, lo que resulta en un feedback de los clientes superior a la media.
Aflac은 최초의 암 진단을 받은 보험 가입자를 위해 전문 지원을 제공하는 전용 암 치료 라인을 도입했습니다. 이 이니셔티브는 Aflac의 '암 생태계' 접근 방식의 일환으로, 전화하는 사람들은 일반 대기열을 건너뛰고 특별히 훈련된 고객 서비스 전문가와 직접 연결됩니다. 17명의 전문가로 구성된 이 팀은 암에 대한 개인적 경험이 있는 사람들도 많으며, 매월 약 3,000건의 암 관련 전화를 처리합니다.
Aflac의 개인 자발적 혜택 선임 부사장인 Keith Farley는 이러한 민감한 상황에서 인간 상호 작용의 중요성을 강조하며, '암과 같은 질병 진단을 받았을 때, 사람과 이야기하고 싶을 수도 있다.' 전문가들은 청구 과정을 통해 공감하는 지원과 지침을 제공하는 데 집중하여, 고객 피드백이 평균 이상으로 나타났습니다.
Aflac a lancé une ligne consacrée aux soins du cancer pour fournir un soutien spécialisé aux assurés ayant reçu un diagnostic de cancer pour la première fois. Cette initiative, qui fait partie de l'approche d'Aflac appelée 'écosystème du cancer' pour les demandes de remboursement, permet aux appelants de contourner la file d'attente habituelle et de se connecter directement avec des spécialistes du service client formés à cet effet. L'équipe compte 17 spécialistes, dont beaucoup ont des expériences personnelles avec le cancer, et gère environ 3 000 appels liés au cancer par mois.
Keith Farley, vice-président senior des prestations volontaires individuelles chez Aflac, souligne l'importance de l'interaction humaine dans ces situations sensibles, affirmant : 'Quand vous êtes diagnostiqué avec une maladie comme le cancer, vous voulez peut-être simplement parler à un humain.' Les spécialistes se concentrent sur la fourniture d'un soutien empathique et d'une guidance tout au long du processus de demande, ce qui aboutit à des retours clients supérieurs à la moyenne.
Aflac hat eine spezielle Krebspflege-Hotline eingeführt, um Versicherungsnehmern mit erstmaliger Krebsdiagnose spezialisierte Unterstützung zu bieten. Diese Initiative, die Teil von Aflacs 'Krebs-Ökosystem' Ansatz für Schadensfälle ist, ermöglicht es Anrufern, die reguläre Warteschlange zu umgehen und direkt mit speziell geschulten Kundenbetreuern zu sprechen. Das Team besteht aus 17 Fachleuten, von denen viele persönliche Erfahrungen mit Krebs haben, und bearbeitet etwa 3.000 krebsbezogene Anrufe pro Monat.
Keith Farley, Senior VP für individuelle freiwillige Leistungen bei Aflac, betont die Bedeutung der menschlichen Interaktion in diesen sensiblen Situationen und sagt: 'Wenn Sie mit einer Krankheit wie Krebs diagnostiziert wurden, möchten Sie möglicherweise einfach mit einem Menschen sprechen.' Die Spezialisten konzentrieren sich darauf, einfühlsame Unterstützung und Anleitung durch den Schadensprozess zu bieten, was zu überdurchschnittlichem Kundenfeedback führt.
- Introduction of a dedicated cancer care line for first-time cancer diagnosis policyholders
- Specialized team of 17 customer care specialists trained to handle sensitive cancer-related calls
- Handling of approximately 3,000 cancer-related calls per month
- Higher-than-average customer feedback for the cancer care line service
- None.
NORTHAMPTON, MA / ACCESSWIRE / August 20, 2024 / Aflac Incorporated
Originally published on Aflac Newsroom.
"I just had my kidney removed last month, and this is the first time I've used this policy."
An older gentleman called in and reached a customer care specialist in the Aflac Customer Solutions Center. A few days prior, he went to a local shipping store to fax in his claim forms. He wasn't sure if he used the machine correctly.
"I'm so sorry to hear that, and I hope your healing is going well," the specialist said warmly as she quickly checked to ensure his forms are in the system and filled out correctly. She assured the policyholder that everything was as it should be and that he would receive more information on his claim soon. The concern in his voice melted away as she walked him through the process, and his relief and appreciation were palpable through the phone. Ending the call, she wished him once more a speedy recovery before moving on to the next caller.
This is the experience that Aflac delivers through its dedicated line for those who call in with a first-time cancer diagnosis. Born out of a brainstorming session between the customer support and sales teams, the automated option that policyholders use enables callers to select an option that allows them to skip the queue and connect directly to a team of reserved customer care specialists who have been hand-selected and trained to take these types of calls. This team, which focuses on providing answers with empathy, is all part of Aflac's "cancer ecosystem" approach to claims.
"In a world of digital self-service and artificial intelligence, when you've been diagnosed with a disease like cancer, you may just want to talk to a human. We unfortunately can't change the diagnosis, but what our team can do is bring a level of specialized compassion and perspective as they help policyholders navigate the claims process," said Keith Farley, senior vice president, Individual Voluntary Benefits at Aflac. "That care and expertise is coming through the line, and feedback from customers has been trending higher than average."
Many of the selected specialists have been affected by cancer personally. Before coming to Aflac, one person was her husband's caretaker during his cancer journey. Another specialist lost his mother to cancer. And another has a grandmother who lives with a cancer diagnosis today. They all understand the impact cancer has on someone, both emotionally and financially, and they draw on these personal experiences to connect with customers.
"Our team wants to be knowledgeable and be the best they can be in their role, but we also know that these calls can be sensitive and emotionally taxing," said Farley, "Our supervisors are there for them and keep a special eye out for anyone who may need a moment to regroup after particularly delicate calls."
This cancer care line is made up of 17 customer care specialists with outstanding skills in empathy and connecting with customers on a personal level - important traits when fielding the roughly 3,000 cancer calls per month. More importantly, they love what they do and, in their words, just want to help others through what can be difficult times.
This article is for informational purposes only and is not a solicitation for insurance.
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SOURCE: Aflac Incorporated
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