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Private Medical Insurance News - IPMI Magazine Breaking News

Sunday, 13 May 2012 07:54

HDFC ERGO General Insurance, 4th largest private sector general insurance company in India announced the launch of Health Claim Services (HCS) - its in-house health claim servicing department. The main objective behind this initiative is to facilitate faster and transparent claim settlement process. On the announcement, Mr. Mukesh Kumar, Head – Strategic Planning Group said, “In today's era, customer expects to interact with company directly. There is more trust generated with higher accountability involved in servicing the customers. With this internal mechanism we are planning to establish better control on the overall claim settlement process & improve the turnaround time (TAT) with seamless, hassle free & transparent services in health claim settlement.”

In the view of increasing customer expectations, it has become imperative for insurers to establish better control over all its service related transaction. Various customer satisfaction studies indicated that for general insurance the moment of truth is at the time of claim settlement. It is the time where it is tested whether the company is able to deliver on the promises it makes. Therefore it has become necessary for companies to own the customer experience generated during customer settlement. After assessing this, HDFC ERGO decided take a step forward being completely accountable & involve themselves in direct customer engagement & hence have taken this initiative to launch Health Claim Services (HCS). This department will be a single window for customers for all their health care related services. It will not only provide personalized claim settlement services but will also act as a Guidance Center for all health Care related Queries. Under this initiative; HDFC ERGO have partnered with NSPs (Network Service Providers) like Pharmacies, Diagnostic Centres, Ambulance and Wellness Centres to provide their customers best in class health services in addition to existing spread of 3000+ empaneled hospitals.