William Russell delivers on claims service (sponsored contribution)
Health claims survey reveals 96 per cent customer satisfaction.
International expatriate insurance specialist William Russell has announced the half yearly results of its customer health claims survey 2010 which reveal that 96 per cent of members report that they were highly satisfied/satisfied with the service they received from the team when making a claim, and 96 percent of members stated they were highly satisfied/satisfied with the length of time taken to settle their claim.
The claims survey is sent to members of William Russell’s international health plans who make a claim on their policy, and the statistics were calculated from all returned surveys within the period January to June 2010 inclusive.
The service oriented insurance provider works constantly to improve its service to clients.
“The real test of an insurance company is when you need to make a claim. Our claims team members are highly trained and extremely customer focused," says Claire Parrott, International Claims Manager at William Russell. "We want to offer our clients a very personal service, rather than a call centre approach.
“Our claims assessors will normally deal personally with their client throughout the duration of their claim, and we receive many excellent testimonials for the dedication and care shown by our team members.
“We really care about what we do and about making the claiming process as stress free as possible. I’m extremely pleased with the high levels of satisfaction that our six monthly survey has revealed.
“But there’s no room for complacency and we will continue to work hard to ensure that our service is of the highest possible standard, consistently into the future.”
As well as providing a highly personalised approach to customer service, William Russell provide direct settlement of in-patient claims, so policy-holders will not have to pay a large hospital bill themselves.
They operate direct billing arrangements for out-patient claims in many medical facilities in Asia Pacific and the Middle East, but their members are free to have their treatment outside these facilities. When policy holders do settle their own out-patient bills, William Russell’s fast settlement time means that the claim is often settled before the item appears on the client’s credit card statement.
For convenience and security, William Russell settles most out-patient claims by bank transfer direct to the member’s bank account. The company states that a growing number of clients now prefer to receive settlement of their claim on to their credit card.
For more information, viist www.william-russell.com