At Now Health International we strive to provide the best possible service to both our members and our intermediaries.
To better benchmark our performance amongst our distribution network, we launched our first ever Intermediary Satisfaction Survey in December 2017, to sit alongside our longstanding Customer Satisfaction Survey.
The results are in and show extremely high satisfaction levels, with 94% of our brokers saying they would recommend us. Brokers were also satisfied with the overall sales process, with a 94% satisfaction rate for quotations and an 82% satisfaction rate for support to close new business.
For existing clients, an overwhelming 96% of brokers that took the survey were satisfied with the renewals process, and 87% of brokers said our Customer Service teams were helpful when handling client renewals and queries.
We’re pleased with these high satisfaction levels, but we know there is always more we can do to improve our partnership with our intermediaries. In response to the feedback we received, we are putting in place a number of measures to improve the way we work with our distribution network. These are:
1) Faster turnaround times
At Now Health International we pride ourselves on our ability to deliver accessible international health insurance, fast. As part of this, we are and committed to getting back to brokers as quickly as possible, and our Sales Teams are putting in place new measures to ensure we consistently turn around quotations and renewals in a timely manner.
2) Enhanced digital tools
In response to demand for enhanced digital tools, we recently launched our new Online Broker Quote Tool to make it even easier for our brokers to get fast and accurate quotes. This year we are also continuing to invest in new digital tools, including a new online portal for brokers and digital membership cards for our members.
3) Competitive premiums
We’ve listened to feedback about our premiums and are currently conducting a review of our enhanced WorldCare plans to ensure our premiums are competitive in the marketplace. Further details will be announced in due course. Later this year we'll also be launching a new mid-tier product to cater for the more cost-conscious client, including those expats on local, not international contracts.
4) Added value services
Finally, we received feedback from our intermediaries about a lack of awareness of the added value services we offer our members. Our enhanced WorldCare plans launched last year now include three added-value services at no additional cost, including second medical opinion, travel safety alerts, and global concierge for added value services overseas treatment. We will be working to further promote these services amongst our members and intermediaries in the months ahead.
To find out more about our Intermediary Survey results, click here.