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Company Brief
New Delhi, June 30, 2011
Max Bupa Health Insurance has successfully integrated with IRDA’s ‘Integrated Grievance Management System’ in real time which makes it the first health insurance company in the country to have such a system in place. The integration will provide a platform for policy holders to easily access and log their complaints or concerns to either Max Bupa or IRDA and track from either place. Both systems would be having all required information sync in real time. Bupa, which has extensive health insurance experience across the globe, has enabled Max Bupa to put in place IT systems having significant capabilities, making it easier for integration.
Integrated Grievance Management System (IGMS) is a system developed by the IRDA consumer protection cell to help consumers in registering and thereafter tracking their grievances. This will make easier for the customers or policy holders to settle any concerns they may have. IGMS access is available to all insurance companies both from life and non-life sector.
Being the first amongst the insurers to launch an online integrated service for its customers, Max Bupa has always distinguished itself of being the first in the industry to introduce innovative products and services. The company has pioneered products and services, like health relationship loyalty programmes, Family First product which caters to the need of the Indian Joint family and allows one to cover up to 13 relationships, among other innovative intiatives.
On the occasion of the successful integration, Damien Marmion, Chief Executive Officer, Max Bupa Health Insurance, said, “Since inception, we at Max Bupa have ensured that we design and develop our processes and systems keeping customers first. To provide efficient customer service with a motto of “First time Resolution” Max Bupa has implemented an Integrated Policy Administration System, to provide a single window to access all policy and claim details. Even before integration, we had developed multiple channels to address customer’s concern, like 24x7 call centre, toll free number, online call logging and the ‘My page’ option which enable all customers to access their policy information and records through a personalized page on the Max Bupa Website.”
This centralized mechanism will help IRDA to monitor the grievance redressal procedure set up by Max Bupa, vis-a-vis complaints. In a recent directive to all insurers, IRDA had asked insurance companies to modify their grievance management system and “to incorporate the uniform input form specified by the Authority.” Thus, Max Bupa is the first company in India to have created this centralized mechanism thereby helping the policy holders to get problems resolved in a time bound manner.
Dr. Marmion added, “Our ambition is to help people live healthier and a more successful life and we intend to achieve this through an innovative approach built around service experience, whether by introducing innovative products or by just making the process simple and transparent for the end customer.”
For further information, please contact:
Perfect Relations
Bhavya Suri
Mobile: +919871301008
Email: bsuri@perfectrelations.com