Private health insurance companies do not reach expectations

Mon, 19 Feb 2007

According to fresh research by the health insurer BCWA, those private medical insurance companies who do not arrange medical treatment on behalf of their policyholders fail to meet public expectation.

YouGov carried out the research on behalf of BWCA, investigating a national sample of over 2000 people. Over two-thirds of those surveyed expected their private medical insurance company to arrange visits to the hospital or consultation with the doctor. According to BCWA, the customer is usually left to make arrangement as part of the insurance terms, although not in their case. BCWA went further to suggest that many PMI providers fail to see what their customers need. Only one in ten of those surveyed indicates that they thought treatment should be their responsibility.

The sales and marketing director at BCWA, Mr. Jack Briggs, reportedly commented: "Any company that provides a level of service which is at odds with consumer expectation runs the risk of being viewed in a less-than-favourable light, but those operating within the PMI sector have a particular responsibility because they are dealing with the emotive and sensitive subject of people's health. While arranging treatment on behalf of customers may not be the industry norm, BCWA believes anything that reduces the amount of uncertainty and anxiety experienced by a policyholder who is in need of medical assistance can only be a good thing. That is why we launched our Personal Health product."
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