You may not think about it when you receive the new premiums for your (health) insurance, but a lot of people are working behind the scenes to make sure you receive the correct information.
Indeed, in the last quarter of each year, a race against the clock starts for health insurers to inform all insured persons in a timely and adequate manner via various channels such as paper mail, e-mail and online platforms.
The challenge? Efficiently and accurately process huge amounts of data before the November 12 deadline. And the pressure is high, because the communication sent is crucial to maintaining customer satisfaction.
An advanced solution
Harmony sets with the help of Careconnect an advanced solution to address that challenge with health insurers (such as Menzis, ONVZ and Health & Security).
In short, CustomerConnect automates the process of data processing and communication. Through a direct link with the data of the health insurers, data is quickly and accurately converted to various forms of communication.
And that personalization can be very specific. In principle, you can ensure that a young customer aged 26 receives an email or WhatsApp message talking to “you/you” while the grandmother of that same customer receives a letter on the doormat where “you” and “your” are used.
With CustomerConnect, the mass of required communication is generated and distributed in a much shorter time, relieving the pressure on timelines.
Our colleagues Wai-Chiu and Jacco look back on their “year-end work” at Health & Security and ONVZ.
Jacco and Wai-Chiu: in the middle of the action
With a combined Harmony experience of 14 years, Wai-Chiu and Jacco are now not up to their test when it comes to annual work (premium adjustments).
As output experts, they are in the middle of the action and their experiences are often the same.
For example, the preparation of the assignment for both Wai-Chiu and Jacco began as early as September.
“Ultimately, you work with so many people, from marketing to insurance specialists, that a good preliminary work is really “key”.” A detailed roadmap is drawn up with strict deadlines and - very important - test phases for each step.
“And despite a crucial preparation, you still need to be able to be flexible at all times.” quotes Wai-Chiu. A strategic decision can still lead to an adjustment last minute (for example, the premium) and the systems must be able to flexibly anticipate this.
In close cooperation with marketing, copywriters, insurance specialists and the people who set the premiums, Jacco and Wai-Chiu ensure that everything ultimately comes together nicely and that the right information reaches the right person before the deadline.
This task involves details such as page transition, font size, photos, the layout of the letters and emails to finding out how quickly the letters can reach the print supplier, and ensuring that all communication is also archived correctly.
Or as Jacco calls it: “a few days of sweating”.
“If everything finally goes as planned, the satisfaction is also very great,” they both indicate.
And both the colleagues at Zorg & Zekerheid and ONVZ receive compliments for the collaboration. “That collaboration is really great”.
Customer experience at the center
Harmony's year-end work and its collaboration with health insurers is a textbook example of close commitment and dedication to providing customers with timely and clear information.
The power of a digital solution is undeniable in that story. This way, the maximum focus for our customers can go to their end customer, and we help ensure an optimal customer experience.
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