We have enhanced our Customer Service team structure in order to both improve our internal efficiencies and enhance the customer experience.
The purpose of the new functional specialisms is to enhance the skills of our Customer Service team, allowing us to get back to you and your clients more quickly, accurately and efficiently.
We've introduced four new functional specialisms - claims, clinical, credit control and general customer service.
Members of our Customer Service team will be dedicated to one or two of these functional specialisms and receive in depth training in their specialism, so you and your clients can benefit from their enhanced expertise.
These new functional areas will be supported with new customer service mailboxes, so member queries can be quickly filtered and directed to the appropriate team member.
The new mail boxes are:
Yes, the new mailboxes are applicable to all clients across all markets.
Yes. We will continue to leverage our flexible service model so that your clients can access our Customer Service team 24/7, 365 days a year.
Please note we endeavour to respond to all email queries within one working day. If your client has an urgent query, we recommend they call, WhatsApp or Live Chat with us - see our contact details here. In an emergency they can call our emergency hotline.
Yes our existing Customer Service mailboxes will continue to be monitored (see details below according to the prefix of your client's membership number).
However, we strongly encourage you and your clients to direct queries to our new specialist mailboxes, to ensure the issue can be directed to the appropriate member of staff for a timely response.
Yes our existing Customer Service landlines will remain the same.
You can view our telephone contact details here and don't forget members can now also WhatsApp us. In an emergency you can use our emergency hotline.