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Since July 2021, our internal Net Promoter Score survey saw a 12-point increase and we have one of the highest TrustPilot scores, an independent reflection of customer satisfaction and sentiment, in the industry, at 4.6, up from 2.9 in July 2021!
We have continued to build a relationship with our members through our outreach efforts, in fact many TrustPilot reviews mention our agents by name! This demonstrates personalised service which has contributed to high customer loyalty and retention. We have a renewal rate of over 90% and in the past year achieved a Gross Written Premium of $350 million.
In addition, we provide a Member Assistance Programme to all members offering support with challenges they may be facing, including serious financial, health, and legal issues. Services are available 24/7/365 in multiple languages, and members can access via their secure online portfolio, ensuring all assistance they receive is confidential and secure.
This service enables us to provide significant mental health support to our members when combined with our out-patient psychiatric cover.
Our Global Concierge Service helps members to seek treatment abroad, and we can book overseas medical appointments and arrange medical visas for them.
We also offer a Second Medical Opinion service, managed by our network of doctors, and provide global medical evacuation to all members, which we also manage in-house.
Direct Billing is available in most regions, enabling members to get treatment without having to pay then claim. Members can access these facilities using their digital membership card, while if they use our Find a Medical Provider tool, they can access Direct Billing even without their membership.
Members can claim through their mobile app, which is quick and simple, as well as via their Secure Online Portfolio!
We provide access to healthcare anywhere in the world as standard, excluding the United States.
We can apply co-pay/excess or deductibles to suit clients’ budgets or use our SimpleCare plans to make their plan regional rather than global.
Our clinical team and Chief Medical Officer work closely with hospitals to build trust and dialogue to maintain the best treatments for our clients at the best possible price. We really believe in a true partner relationship with the medical facilities.
In addition to these services, we have continued to develop our range of product offerings and added value services in the past 24 months.
For example:
We now offer a Pharmacy Delivery Service in selected countries.
Teleconsultations are available to all members, with consultations within our medical provider network paid in full.
We also continue to develop products and services to ensure we can meet a variety of needs, enabling us to offer mid-range to comprehensive IPMI products.
Our Second Medical Opinion service is delivered in-house to review complex and expensive cases to ensure cost effective treatments, in a member’s home country or abroad.
Finally, we always believe that the best customer service is that we can provide directly without needing our members to call us. To that end, we have lower premium increases than the market (under 8%) due to efficient cost-containment measures resulting in greater customer loyalty. We aim to offer solutions to everyone coming to us and use loading to avoid adding exclusions to any plans, all supported by strong underwriting methodologies.
Nomination Title: Now Health International - Customer Service Innovation with Communication and Products
