Wednesday, February 13, 2008

Improve policyholder satisfaction with better communication

When a short term medical insurance customer is unhappy, it is usually due to a lack of coordination and poor communication between the policyholder and a service provider within the insurance company or in the health care field. Improving customer satisfaction is really about reducing anxiety. After all, no one will ever be thrilled with the prospect of receiving and paying for their heatth care. But we must focus on reducing unnecessary policyholder anxiety and avoid larger problems through clear communications.

When a claim is not processed, for example, the most likely cause is that no one submitted the clam to the insurer. The policyholder assumed that that the doctor's office submitted the bill; the doctor's office holds that it is the patient's responsibility. No one gets paid and both are frustrated. This scenario describes about four out of every five claims problems.

Another common issue is when a policyholder wants to know in advance if a proposed medical service will be covered under the policy: the insurance company says they will not comment on a theoretical claim until they can review the facts and medical records. The doctor says they do not know if the claim is covered but they will submit it and find out (passing blame on the insurer and the financial risk to the insured). Both parties prefer to "hope" tht the treatment will be covered rather than take responsibility for making the determination on their own. No one takes the time to say "Based on your description of the situation, this procedure is a treatment for a pre-existing medical condition that is not covered by your policy. We need to discuss alternate methods of paying for the treatment proposed".

OnlineAdviser service at provides this type of bridging that can help connect the missing communications between service providers. As a provider of advice only, the focus of this service is on clear communications that can help reduce problems for policyholders and medical providers over the long term. This service has addressed an estimated 50,000 consumer questions about short term medical insurance worldwide over a period of more than a decade. As a result, has become one of the most trusted sources of short term medical insurance in the U.S. and the enrollment support endorsed by

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