Kuwait Health Insurance Conference 28 th May 2015

Transcription

1 Kuwait Health Insurance Conference 28 th May 2015 WAPMEWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMED WAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMED Copyright 2015 WAPMED TPA Services Co.

2 Agenda Introduction Client Service Presentation WAPMEWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMED WAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMED Copyright 2015 WAPMED TPA Services Co.

3 Introduction WAPMEWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMED WAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMED Copyright 2015 WAPMED TPA Services Co.

4 Why WAPMED TPA Services? Vision: To bridge the demand supply gap existing in the Health care industry by facilitating an affordable and accessible quality care What is WAPMED TPA Services Co.? It is a Third Party claims administrator and Healthcare Management Co. What does WAPMED TPA Services Co. offer? Best Health Care Services in partnership with the best hospitals, diagnostic centers, wellness centers and other service providers so that your customers live healthy Direct Billing 24 X 7 Offers More! Cashless SeKlement Across the Globe Web Presence, Mail, Phone, Fax From our Health Care Delivery Partners Health Concierge Services & Wellness

5 Partners to make healthcare affordable WAPMED is a Third Party Administrator in the field of Health Insurance and Health Management Organization services

6 To render Third Party Administra\on Services (TPA) for health management for corporate & health insurance clients and other value added services Our Aim

7 Apollo Group Integrated Health Care Group Special\es: Heart Orthopedics Spine Cancer Care Gastroenterology Neurosciences Nephrology & Urology Cri\cal Care Preven\ve Health

8 Touching Lives.

9 GROUP OVERVIEW 625 clinical trials across India 30 years in operation 4000 doctors 7 JCI accredited hospitals Foreign patients from 120 countries 65,000 employees 1400 pharmacies 32 million lives touched 8700 beds 125 telemedicine centers & over 700 clinics across India 5 million preventive healthcare checks

10 Global Reach

11 FHPL Brief An associate of Apollo Group of Hospitals Decade old experience in Indian Healthcare Management & Insurance Licensed Third Party Administrator (TPA) by IRDA ( L.No: 013) First ISO & CRISIL Certified TPA in India Largest TPA offering Insurance services to over 10 million members AHRL (associate) offers services to over 55 million members under SFS Only TPA to design & implement HMO models in India TPA with the widest network hospital spread across India (6500) Extensive operational presence through 24 offices in India Associated with most of the Insurance Companies in India

12 WAPMED Brief First Third Party Administrator (TPA) established under the laws of Kuwait. Established branches in Kuwait, Dubai (DHCC) and Abu Dhabi. Licensed with HAAD in Abu Dhabi under License No. C011. Licensed with UAE Insurance Authority. Licensed with Dubai Health Authority - Unconditional. Managed by reputed business group and backed by FHPL (Apollo Healthcare Group). Extensive experience of managing Regional & International Plans. Network Providers across Globe. Operated by qualified and well experienced personnel in the field of health insurance TPA services.

13 WAPMED Services Claims Management Enrolment & Photo Id Card Direct Billing Facility Medical/Case Management MIS Member Help Line Call Center Personalized Services

14 WAPMED Mission As Healthcare Intermediary our mission is to enhance Healthcare access by blending technology with experience and expertise Insurance Company Members

15 Client Service Connec\ng link between Client expecta\ons, Customer Delight & Cost Containment in Modern Health Insurance world. WAPMEWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMED WAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMEDWAPMED Copyright 2015 WAPMED TPA Services Co.

16 Some Facts Why Do Customers Leave??? Company Shutdown, 3% Product Problem, 7% Customer Service, 68% Compe\\on, 10% Pricing, 12% Source : Staying in the Helicopter - the key to profitable growth by Roger Harrop.

17 Some Facts Why Do Customers Leave??? Customer Service, 68%

18 Why Do Customers Leave??? Some Facts

19 Why Do Customers Leave??? Some Facts

20 Customer Delight Is Customer Sa\sfac\on same as Customer Delight?

21 Customer Delight

22 Customer Delight Is Customer Sa\sfac\on same as Customer Delight? Customer Sa\sfac\on - Is based on customer s judgement of quality, based on expecta\ons. Customer Delight is profoundly posi\ve emo\onal state generally resul\ng from having one s expecta\ons exceeded to a surprising degree.

23 Customer Delight Customer Sa\sfac\on is reaching expecta-ons. Customer Delight is exceeding expecta-ons to a degree of surprise.

24 Customer Delight Is it enough to Only Sa\sfy the client?

25 Customer Delight Is it enough to Only Sa\sfy the client?

26 Why Client Delight? Customer Delight Referrals Reten\on Repeat Business PROFITS

27 3 R s in Customer Delight A Delighted Client will R Recommend & Refer R Resell & Cross sell R Remain Loyal

28 Customer Delight How to Delight Customers Passion Integrity Innova\on Hire Right People Keep Employees Happy Honest & True to Clients Under Promise & Over Perform SMS, WhatsApp Alerts Individual Client Service Portal

29 Communica\on Communica\on Members Pre Approvals Approved Rejec\on Claims Claim Receipt Claim Approval / Suspension Claim Repudia\on Claim SeKlement Providers Pre Approvals Approved Rejec\on Claims Claim Receipt Claim Approval / Suspension Claim Repudia\on Claim SeKlement

30 Online Plaoorm Online Plaoorm Secured Access Smart Analysis Online Service Requests Insured Group Insured Member Insurance Company Personalized Real Time Data Feeding Mul\- Level Claims Report Register Request Online Receive Approval for Services

31 Impact TRANSPARENT COMMUNICATION POSITIVE IMPACT SAVINGS = Minimize Abuse from the Care Giver Awareness of Policy Benefits Nullifies Unpleasant Surprises Creates Posi\ve Bonding with Insurer Improves Loyalty and Trust =

32 Health & Wellness Ini\a\ves Healt Scree h ning dical d Me Secon inion Op Specialist Health Talk Shows

33 Awareness Campaign

34 Vaccina\on Reminders Vaccina\on Reminders Register with Name & Date of Birth Provide Mobile no / id Get Reminders

35 Second Medical Opinion InstaHealth4.me Internal Medicine, MRCP, in Kuwait Search 127 results found Dr. Ibrahim Basha Dr. Alexander Paltchuk Dr. Najma Ali

36 Health Talk Shows

37 Impact WELLNESS INITIATIVES POSITIVE IMPACT SAVINGS = Reduced visits to Emergency or Specialists Saves Precious Time & Efforts Sickness is less frequent and mild Inspires Healthy Lifestyle Helps in crea\ng a Healthy Community =

38 Health & Wellness Ini\a\ves Preven\on is BeKer CHEAPER than Cure

39 Conclusion Good Customer Service is Good Business

40 Commitment

41 Thank You