HDFC Ergo General Insurance, recently announced the launch of Health Claim Services (HCS), its in-house health claims servicing department.
This initiative will facilitate faster and more transparent claims settlement processes. HDFC Ergo is the fourth largest private sector general insurance company in India.
Mr. Mukesh Kumar, Head - Strategic Planning Group said on the occasion, 'In today's era, the customer expects to interact with directly with the company. More trust is generated with higher accountability involved in servicing the customers. This internal mechanism will establish better control on the overall claims settlement process and improve the turn-around time (TAT) with seamless, hassle-free and transparent services in health claim settlement.'
Increasing customer expectations has made it imperative for insurers to establish better control over all service-related transactions. Various customer satisfaction studies have indicated that the moment of truth in general insurance is the time of claims settlement.
Whether company is able to deliver on the promises it makes, is tested during this time. Therefore, it is necessary for companies to own the customer experience generated during customer settlement.
The HCS department will be a single-window for customers for all their health care related services. It will not only provide personalized claims settlement, but will also act as a guidance center for all health care related queries.
Under this initiative, HDFC Ergo has partnered with NSPs (Network Service Providers) like pharmacies, diagnostic centres, ambulance and wellness centres to provide their customers the best in class health services, in addition to the existing spread of 3000+ empanelled hospitals.