Page 233 - Ebook health insurance IC27

Sashi Publications

The resolutions are conveyed to the customers via SMS, e-mails or letters.
To ensure customer delight and faster servicing, insurers should strive to
resolve most of the requests in first call only. For this, the core CRM
application needs to be integrated with other base systems so that there is
more information at the front end, with empowerment to resolve as FCR
only.

IVR- CTI is another technology, which essentially means integration of the
insurer's CRM system with the incoming customer's call. This would help as
customers would be recognizable from the call itself, and all the customer 's
information would bereadily available Call recording solutions are nowadays
available, and they can be used to retrieve telephonic conversations to protect
a customer in case of dispute.

Efficient CRMs thus facilitate and compliment efficient customer support.
Maintenance of and access to customer records become quick and easy
thereby facilitating Customer Support. A robust technology also enables
accurate MIS and reporting.

(f) Fair Treatment - Fair treatment , both before sales and after sales make an
insurance attractive and trustworthy to the customers. Health insurance being
the most varied product based on requirements, needs, lifestyle, standard of
living, pricing etc play a major role.

With no uncertain terms and conditions, price should be fair and adequate (
neither too high, nor too low). Insurers must aim to deliver a structured and
fair basis for determining health benefits and payouts.

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