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An overwhelming 88 % of members indicated that their overall service experience with Medihelp was a positive one. This trend has continued into the first half of 2006.

These results are included in the 2005 Private Healthcare research report of the independent research company T.W.I.G. SA. This company conducts an annual tracker study to establish views of medical scheme members, brokers and provider practices with regard to service levels offered by medical schemes in the local Private Healthcare industry.

Thousands of clients interviewed
The research included interviews with 3535 medical scheme members in 2005 and revealed the following with regard to the experiences of scheme members:

• Medihelp is in the overall first position with its claims processing and payment system. It scored a rating of 8.3 out of a possible 10. The industry average is 7.9. Medihelp topped the industry in the following categories: efficiency of claims payment, claims payment within 30 days of submission and ease of understanding statements.
• Medihelp is in the overall first place when it comes to member perceptions of the scheme with a rating of 8.3. The industry average is 7.8. Medihelp bettered the industry here with services like efficient premium deduction, ongoing information about benefits, ease with which documentation is understood and prompt receipt of benefit cards and other information.
• Medihelp is in the overall first position with regard to call centre service. Its rating is 8.2 against an industry average of 7.8.
Medihelp is first with amongst other things efficiency in dealing with a query, facilitator’s professionalism, facilitator’s level of knowledge, facilitator’s willingness to help and facilitator’s competence.
• Concerning medical schemes’ interaction with brokers, the research shows that Medihelp service is rated as one of the two top schemes in the industry by brokers who interact with the scheme on a regular basis.
• Concerning new business interaction, administration interaction, broker consultant interaction as well as commissions interaction and service, Medihelp is rated 8.0 out of a possible 10. The industry average for the above-mentioned is between 7.2 and 7.3.

Apart from the findings for 2005, the research also produced overall interim findings for the first half of 2006. These findings indicate that Medihelp is on an upward curve and that this is set to continue for the rest of the year. You cannot state this as fact from the research. We cannot predict that you are on an upward curve. You can put in something like this trend has continued into the first half of 2006 and Medihelp are determined to ensure that this will continue for the rest of the year or something along these lines.

(Based on a press release from Medihelp, July 2006)
 

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