Healthcare provider Simplyhealth and National Friendly were highly commended in the Outsourcing Partnership of the Year Award at the European Call Centre and Customer Service Awards. The commendation comes after Simplyhealth took over the claims administration of over 17,000 private medical insurance (PMI) customers on behalf of National Friendly last year.
As two companies with almost 300 years combined heritage, it’s great to see how we have worked together to provide the best experience for customers. Since Simplyhealth has taken over the claims administration overall customer satisfaction has increased from an average of 74% in 2012 to 88% during the first quarter of 2013. Service related complaints have also reduced by 67%.
“We’re delighted to achieve a highly commended in this category and I’d like to thank all the staff involved in making this outsourcing partnership such a success”.
Howard Hughes, Head of Employer Marketing at Simplyhealth
“We couldn’t be happier with our Simplyhealth partnership. Not only are our customers receiving an even better claims experience, but we have reduced costs and most crucially can now more accurately forecast future claims costs through the improved data that we receive, both in timeliness and quality.
Thank you to all those involved in the setting up and day to day running of this service”.
Jonathan Long, Chief Executive for National Friendly
The annual European Call Centre & Customer Service Awards celebrate excellence within the contact centre and customer service industry. The awards ceremony was held last night at the London Hilton in Park Lane.