Page 224 - Ebook health insurance IC27

The Insurance Times

 Any delay at the time of claim settlement will prompt the insured to change the
insurer due to dissonance.

4. Consumer education
 For sound insurance market is important that consumers are well educated.
 If the consumer knows their rights, duties and responsibilities it would help the

insurers to perform better and bring efficiency in operations

5. Robust technology
 Technology plays an important role in speeding up the insurance operations.
 It removes the barrier of time and place and helps the all the stakeholder to access

information any time
 Customer can get the details through Centre number, website, e-mail, kiosks at any

time and any place.(24X7)
 Customer may enquire about new policy, renewal details, existing products and any

other servicing requirements
 First call resolution meaning if the query can be resolved at first instance it saves lot

of time and helps in gaining the confidence of customer
 Customer relationship management system facilitates and compliments efficient

customer support
 A robust technology platform also enables accurate MIS and reporting

6. Fair treatment
 If the customer gets fair treatment at every stage his purchase experience with the

company increases his confidence.
 The insurer must price the product correctly and ensure that the customer receives

the claim timely.

228 Guide for Health Insurance