At Now Health International we are committed to providing the best possible customer service, which is why we continue to conduct an Annual Customer Satisfaction Survey so we can measure our performance.
Here is an overview of the results from our latest survey, including what we’re doing to address the feedback we’ve received.
High customer satisfaction levels
We are delighted to have achieved a 91% customer satisfaction rate, with an overwhelming majority of our members rating their overall experience with us as excellent, very good or good – beating our already high satisfaction rate of 89% last year. What’s more, 8 in 10 of our members would recommend us to friends and family, demonstrating their confidence in us as a business.
Easy to access treatment and make claims
At Now Health International, we strive to provide a clear, innovative and accessible approach to international health insurance. In particular we are continually working to ensure it is as easy as possible for our members to access the best medical providers when they need to. That’s why it’s great to see our latest survey shows that 77% of members were able to be treated by their preferred medical provider when they did need to use their plan.
We also know that when our members have needed to seek treatment they want the claims process to be hassle free, which is why we provide a number of convenient channels (including online) via which our members can make claims. Our members seem to agree as 82% said it was either very easy or easy to send claims to us, and 84% were pleased with the overall claims process.
Innovative digital tools
As an innovative international health insurance provider we are constantly looking for ways to harness new technologies to improve the overall customer experience. This includes ongoing enhancements to our digital tools, including our smartphone App and secure online portfolio, which we have recently upgraded with new functionality and to ensure responsiveness on mobile, smartphone and table.
Our survey shows that our ongoing innovation has paid off, as three quarters (76%) of our members said they found it very easy or easy to navigate their personal online portal, a 4% increase on last year. In addition, 70% of our members said it was very easy or easy to use our Find a Medical Provider Tool on web and mobile, to help them access a provider within our network.
Improvement works
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.
Firstly we are improving our operational processes for our 24/7 Customer Service support to ensure our members can access the best possible service at any time of day. As part of this we are enhancing our out of hours team to ensure they are fully equipped to handle medical emergencies, claims, and other customer queries in multiple languages.
As part of our ongoing digital strategy, we are also continuing to further enhance our digital tools to make it even easier for our members to manage their plan online and on mobile. This includes adding new claim payment detail functionality to our secure online portfolio and investing in new virtual membership cards.
Finally we are working to better communicate with members about our added value services (enhanced WorldCare plans only) to ensure they can make the most out of their plan with us, including access to second medical opinions, global concierge and travel safety alerts.
Sarah Clarke, Director of Operations commented, “It’s encouraging to receive such positive feedback from our customers and the results of the survey are testimony to the great talent and industry leading processes we have within the business. We’re also grateful for the feedback we received about our out of hours support. In response to this we have already put in place measures to enhance our operational model, enabling us to deliver a more flexible 24/7 service hub with specialists in customer service, clinical support and claims processing available at all hours of the day.”
Alison Massey, Group Marketing Director added: “We’re particularly pleased that our members are finding our digital tools even easier to use, which is in part due to the various enhancements we have made in the past year. Our digital tools lie at the heart of our fast and innovative service proposition, and we are continuing to invest in new technologies to create a seamless online user experience for our members”.