Poor Customer Care Leads to Customers Hanging Up on Their Insurers

November 11, 2020
James Ashford

3 MIN. READ

Everyone has had this experience: You call your insurer, and after many, many sequences of “push 1 for this” or “push 2 for that,” you finally get someone … who doesn’t know how to answer your question. Instead of getting the answers you need, you end up with a headache. This isn’t good for anyone, not the customer, and certainly not you as their broker.

Outsourcing customer service leads to low customer satisfaction

In these challenging economic times, many businesses have made changes to cut costs. One of the most common ways is by using interactive voice response (IVR) systems and customer service outsourced to other countries that have lower costs for operating phone banks.

According to HubSpot there are some pros for companies, and even for customers, with these outsourced phone banks, such as 24/7 customer care. However, there are some major downsides, such as potential communication issues and less knowledge about services or products. The main downside is less emphasis on keeping customers happy – outsourced customer service doesn’t have the same level of personal responsibility in customer satisfaction because they aren’t directly linked in the insurer-customer relationship.

No broker wants to have angry customers. Questions about a health related issue is already stressful enough, adding poor customer service to that mix is a recipe for unhappy customers.

Why is good customer service important?

Research has shown that in terms of keeping customers, customer service is even more important than costs or benefits. In fact, good customer service is the primary factor in deciding whether to keep or switch insurance plans.

If a customer contacts their insurer about general benefit questions and feels satisfied with the answers or service provided, they are more likely to stay with the insurer. Better yet, 87% will actively advocate for the company because they received such good care.

On the other hand, if the customer feels misguided, misinformed or slighted by an insurer’s customer service, only 28% will stay with that insurer.

How is Vision Care Direct of Oklahoma different?

First, we aren’t a insurance company. We aren’t a small component of a large health insurer. Instead, we are a vision plan with a focus on customer service and satisfaction. Second, we are owned by doctors who want to see their patients get excellent, affordable care. We aren’t focused on making profits. We care about our customers and want to see them happy and healthy.

Customer service focus

When your customer has a problem, they want a quick answer, and they don’t want to have to jump through hoops to get it. If they call Vision Care Direct, that’s exactly what they will get. You, the broker, can be rest assured that your customers will get the answers they need in the time frame they want. If you call on behalf of your clients, you’ll have the same experience: quick, thorough customer care.

Customer service for brokers, too

Vision Care Direct isn’t a company that just pushes you to sell; instead, we work in partnership with you. We offer you a dedicated account manager to work through any problems you may have. You won’t have to work with someone who doesn’t know you. We are here to help you however we can, whether it is answering your questions, getting you leads or servicing your customers.

Customer service close to home

Our customer service agents are located here in the United States. They are trained thoroughly on our product and know how to get customers the answers they need. As such, your customers won’t experience the frustration of waiting forever on hold or getting incorrect or incomplete information. Our customer service representatives put customers first, always.

The bottom line

Poor customer service is one of the major reasons for customer dissatisfaction. A customer who feels they aren’t being helped or heard is more likely to switch to another insurer. With Vision Care Direct of Oklahoma, you can be confident that your customers will have a positive customer service experience because we put customers first.

Not sure where to get started with recommending self-funded plans? Vision Care Direct of Oklahoma is pre-paid plan provider with and extensive of specialists who deliver eye care in Tulsa and nationwide with excellent value for employers and plan recipients.

Find out more about our self-funded plans and other flexible options.

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