Avon Healthcare Ltd (Avon HMO) has assured Nigerians of its dedication and determination to ensure everyone has healthier and fuller lives through its health plan for healthcare services.
This was according to the MD/CEO of Avon HMO, Ms. Adesimbo Ukiri, in a press release issued recently. She said that individuals who have subscribed to a health plan from Avon HMO had been experiencing proactive and responsive customer service.
“Complaints made to the Avon HMO 24-hour Contact Centre are resolved within five minutes and this turnaround time has exceeded the expectations of many clients,” she said.
Following a recent customer satisfaction survey carried out by the organisation, Ukiri said these results, together with customer testimonials, showed how Avon HMO’s dedication to customer care has resonated with their members and helped develop long-lasting positive relationships.
Meanwhile, she explained that their members were always at the centre of all they do. Adding, she said that their promise had always been one of responsiveness. “Our members often contact us at a time of need. We know that a quick response is wanted so we set ourselves target of five minutes for complaint resolution. I am pleased that 95 per cent of concerns are addressed and resolved within this time,” she said.
According to Ukiri, Avon HMO has been able to achieve this through the adoption of a wholly customer-centric approach. This includes a continuous process of logging, reviewing and understanding the types of queries received.
“Our team work tirelessly to ensure that each concern received is resolved to a close out. For us, our enrolees are the ultimate judge of our performance. So, the file is still open until our members confirm that their complaint has been satisfactorily addressed,” Ukiri said.
Therefore, Ukiri stated that Avon HMO utilises multiple channels of phone, text, email, mobile messaging and social media to ensure that its members can reach them at any time – both day and night.
“While exceptional cases may take up to 24 hours before being closed out, these often relate to events at a hospital and require investigation.”
And to facilitate this, Avon HMO says it has fostered strong partnerships with hospitals on their Provider Network. “These collaborations have ultimately helped us in fulfilling our mission which is to empower our members to live healthier, fuller lives.” Ukiri added.
Avon HMO has a wide network of hospitals and clinics spread across the 36 states and major LGAs in Nigeria. It offers private health plans to individuals and families, as well as a full array of plans to communities, groups, companies and Governments across all states and regions.