91% member satisfaction rate!
At Now Health International customer service is paramount, which is why we have conducted an annual Customer Satisfaction Survey for the past six years.
The results of our latest survey show we've continued to maintain our high standards of service, with an overall member satisfaction rate of 91%.
Our members said they find it easy to send us claims and be treated by their favourite medical provider, and they also rate our innovative digital tools which we have recently upgraded.
While we received very positive feedback from our Customer Satisfaction Survey, the main purpose is to find out where we can make improvements to our service so we can better meet our members' needs.
In response to the feedback we received, we're making a number of improvements to our service including:
Improved operational processes for our 24/7 Customer Service support: to ensure our out of hours team are fully equipped to handle medical emergencies, claims, and other queries in multiple languages.
Further enhancements to our digital tools: to make it even easier for our members to manage their plan online and on mobile, including adding claim payment details to our secure online portfolio and investing in new virtual membership cards.
Better communication with members about our added value services (enhanced WorldCare plans only): to ensure our members can make the most out of their plan with us, including access to second medical opinions, global concierge and travel safety alerts.
The results of this email survey are based on the responses of 1,382 Now Health customers.