Often times, clients who have keyed into the health insurance scheme of the federal government complain of poor customer service relations as one of the reasons the programme is not receiving the desire patronage in the country.
As a means of meeting the requisite customer care relations, one of the health maintenance organisations, Avon Healthcare Ltd. has assured its clients of its willingness to meet with the challenges of the care delivery in order to make health insurance a must enrolled programme for Nigerians.
MD/CEO of Avon HMO, Ms. Adesimbo Ukiri, recently gave this assurance, stating that the organisation’s dedication to customer care has given it the edge over other HMOs. She said: “Our enrolled members are at the centre of all we do. Our promise has always been one of responsiveness; when our enrolees contact us, it is often at a time of need. As such, we understand that a quick response is needed so we set ourselves a target of five minutes. I am pleased that we have been able to resolve the majority of concerns within this time.”
According to Ukiri, Avon HMO has been able to achieve this through the adoption of a more customer-centric approach. This included a continuous process of logging, reviewing and understanding the types of queries received. Once it was clear what the common issues were, Avon HMO puts itself in the shoes of the members to develop Complaints Resolution Procedure that would specifically address each query. Supported by the expansion of its customer service department, these efforts paid off as there was not only a reduction in turnaround time but also a notable change in the way members’ concerns were resolved.
Shedding more light on Avon HMO’s improved customer service, Ukiri said: “Our team works tirelessly to ensure that each concern received is resolved to a close out. By this, we mean that we directly follow up with our members to confirm that the resolution is satisfactory. For us, our enrolees are the ultimate judge of our performance so the file is still open until that close-out confirmation is received. In addition, she explained that Avon HMO utilises multiple channels of phone, text, email, BBM, mobile messaging and social media to ensure that the enrolees can contact their Call Centre 24 hours a day.
Ms. Ukiri however stated that while exceptional cases that require investigation could stretch up to 24 hours before being closed out, these often arise as a result of confusion of the services as covered by the plan. To address this, Avon HMO made the decision not to ‘sell’ health insurance but to work with individuals and companies so that they make well-informed decisions on the right health plan that works for them.