SURVEY SHOWS THAT MEDIHELP MEMBERS ARE MOST SATISFIED WITH SERVICE DELIVERY
Medihelp Medical Scheme received the highest rating from its members in terms of overall customer satisfaction in the 2018 independent South African Customer Satisfaction survey recently released by Consulta.
The 2018 South African Customer Satisfaction Index (SAcsi) for medical schemes indicates that Medihelp was the only open scheme with increased satisfaction levels of 75,1%. The Index also reveals a drop in satisfaction levels with medical schemes to an industry average of 72,7%.
Heyn van Rooyen, Principal Officer of Medihelp, said that the Scheme is delighted with the positive feedback and thanked members for their loyal support. According to him the high satisfaction level can be ascribed to the success of the turnaround strategy implemented to create product stability through an enhanced product offering and increased competitiveness whilst maintaining high levels of service delivery.
“For the past few years Medihelp has consistently been announcing market-related contribution increases, a reduction of co-payments and an increase in the benefit richness of products,” Van Rooyen said.
The effect thereof can be best seen in the SAcsi’s Perceived Value Index, which shows that Medihelp is one of the leaders with an improved rating from 70,9% to 73,6% compared to the industry average which dropped from 71,6% to 69,4%.
Since Medihelp reverted back to self-administration in mid-2016, the Scheme increased its focus on higher efficiency and individualising members’ engagement with the Scheme. This included enhancement of its digital service platforms amongst other a member app with a digital membership card and a dedicated self-service website for members. Mass communication becomes individualised communication through segmentation and simplified, varying communication messages for the different audiences, ensuring a more appropriate and understandable delivery of relevant information. Videos and infographics form an integral part of the communication process.
These platforms are continuously being refined to support the Scehme’s goal of consistently providing excellent customer service.
Medihelp follows a different approach in providing additional value to its members. All Medihelp members have access to a free online wellness programme, HealthPrint which is positioned as a health engagement programme focused on the delivery of applicable value during different life stages. Through the programme members are offered access to special offers and value from partners and are also able to join Medihelp MultiSport, a club specifically aimed at Medihelp runners and cyclists which not only offer free participation in all Medihelp sponsored running and cycling events, but also a discount when purchasing branded cycling and running gear.
Medical schemes were also measured against the Treating Customers Fairly (TCF) measure, an outcome-based regulatory and supervisory approach to ensure that specific, clearly articulated fairness outcomes for financial services consumers are delivered by regulated financial firms. In terms of these results, Medihelp’s efforts clearly paid off. The Scheme once again took the lead, showing a strong improvement over the past three years with a rating of 78,3, whilst other open medical schemes moved in the opposite direction.
According to the SAcsi, there is a strong correlation between perception of customer satisfaction and being treated fairly by your medical scheme.
The SAcsi results follow the announcement of Medihelp’s financial results for 2017 which were testament to the Scheme’s ability to maintain the stability and sustainability which it considers so important in ensuring members’ peace of mind.
“A positive net healthcare result, a decrease in the Scheme’s claims ratio, a healthy solvency level of 29,56%, well above the statutory requirement of 25%, maintaining an AA- Global Creting Rating and a marked decrease in non-healthcare costs as a percentage of risk contribution income to 9,3%, a result of Medihelp a self-administered Scheme and the continued focus on increasing efficiency and streamlining processes.
Medihelp’s product strategy has also realised its envisaged level of competitiveness and stability. For 2017 a 2,1% net organic growth in the Scheme’s membership was with a healthy beneficiary age profile being maintained and the Scheme’s network options increasing in popularity. Medihelp has ten options to choose from which include two savings options, a hospital plan, an affordable solution for full-time students as well as comprehensive options that offer a wealth of insured benefits. These products are presented in a simplified manner on Medihelp’s website with accredited consultants ready to assist any potential member with accredited advice on choosing an option. Enrolment of new members by advisers showed a marked increase in 2017 which continued in 2018 and is indicative of the attractiveness of the Scheme’s current product offering. However, Medihelp also has an online application form available on its website for potential members who may prefer to enrol directly.
“Receiving the thumbs-up from our members in terms of meeting their expectations, are all the motivation we need to tackle the next set of challenges presented by the industry.
We will work in close cooperation with our loyal advisers and service providers who have all contributed to these results,” Van Rooyen concluded.
With more than 112 years’ experience and an established reputation, Medihelp is one of the largest open medical schemes in South Africa.
The Scheme covers more than 200 000 lives and follows an individualised approach to meet the diverse healthcare and service needs of members.
Medihelp is headquartered in Pretoria, Gauteng and has a national footprint of members.