Pacific Life’s retirement solutions division has introduced a personalised service to support beneficiaries of death claims.

Dubbed Beneficiary Services, the new offering for death claims will enable the company to immediately contact the beneficiary after death notification. In addition, it offers claim-related details.

The service will also enable the company to fix an appointment with the beneficiary at a suitable time as well as route all claims until resolution.

Users of the death claims service will receive updates on status, outstanding requirements, processing time and payout.

Pacific Life retirement solutions division vice president of operations Frank Boynton said: “Over the past few years, we have been carefully evaluating all aspects of our customer experience. The claim process was an area we felt would benefit from a specialised team providing dedicated contact due to both the sensitive nature and complexity of the situation.

“This is a combination that we believe will benefit from a personalised level of service. In the initial testing phase, beneficiaries who worked with Beneficiary Services were impressed at the level of accessibility and support, providing positive reviews and feedback.”

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By GlobalData