Internal Claims Escalation and Review Process
Our process and time lines from receiving, assessing and paying your claim is:
AUL receives your claim and immediately issue a ticket to assist you keeping track of the progress.
The claim is allocated to an assessor.
If all supporting documentation has been received and the claim form has been completed accurately, your claim will be assessed according to our SLA.
Before 10h, same day payment.
After 10h, next day latest.
Depending on the value of the claim, the claim is reviewed by an approver and/or the Operations Manager.
The claim is either approved and paid or repudiated.
Receive a repudiation letter.
You think we've missed something?
If we repudiate again, you may lodge a formal complaint.
Refer to the repudiation letter for more detail on time lines and various options
Internal complaints will be reviewed by our Compliance team as well as our TCF Committee where necessary.