| 5- Rating Given by Consumer Voice |
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TPAS: Quality & infrastructure of TPA; Numbers of Tie ups with different hospitals (network); Types of the hospitals / health centre in terms of its infrastructural facilities; Types of the hospitals / health centre centre in terms of services they offer; |
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Tangibility: Promptness in terms of policy issue; On time home delivery of policy / health card; Simple Procedures for policy issue; Knowledge of the agent regarding different products; Customer service support facilities (Call centre or toll free facilities); Cheque pick-up; Cashless transactions and facilities; Promptness of realization of the payment after submitting the bills. |
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Problem solving system: Knowledge of customer service representative/TPA executive; Politeness and behaviour of the customer service representative/TPA executive. |
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Reliability: Acceptability of insurance policy across the promised hospitals and medical institutions; Financial strength of the company (perceptual); Network of the branches (interconnectivity); Promised services levels provided; Appropriateness in bill verifications; Promptness in claim redressal; Relaxed Documentation norms and regulations; Services provided within time frame. |
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Responsiveness: Quality of treatment provided on disclosure of the medical insurance card; immediate claim redressal; acceptance and effectiveness of the cashless transaction facilities; degree of clarification on insured amount and the disease covered; promptness to react towards claim settlement problems; hassle free reissue of health card; promptness in reissuing the health card; effective renewal reminder mechanism. |
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TPAS: Quality & infrastructure of TPA; Numbers of Tie ups with different hospitals (network); Types of the hospitals / health centre in terms of its infrastructural facilities; Types of the hospitals / health centre centre in terms of services they offer; |
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Assurance: Applicability of the Product / policy cover on customer; company's initiative to make the customer aware of the product facilities and covers; regular updates provided by the company on timely basis; adequacy and scope of the insurance policy; appropriateness of the claim settlements. |
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Empathy: Provision provided for treatment during break period; personalized consulting / advisory provisions ; effective customer loyalty programmes; value- added services and feedback maintenance. |
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Comment : Such studies are is beginning stage and over period methodology and get refused and perfected. It is a good beginning and customers should respond to such studies with a new express there Persephone about product, service level to the Insurance Company. |
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