William Russell proves to be consistently committed to
customer care.
As a specialist independent provider of expatriate health, life and
income protection insurance plans William Russell has a specific customer-base
in a highly competitive market.
Key to our success is the importance we place on customer service and we
host regular surveys to ensure our customers have their say enabling us to
remain consistent in our commitment to delivering award winning customer care.
In our most recent survey, 100% of our customers said that the speed of
our initial response concerning their claim was quick and efficient which left
them totally satisfied.
96% of our customers stated that they were satisfied with the length of
time it took to settle their claim and it’s also worth noting that claims can
be settled and paid directly to a bank account or credit card in most local
currencies.
But the most telling statistic for William Russell is 100% of our
customers have stated that they were totally satisfied with the service they
received from us. So, every person who had dealings with
William Russell was satisfied with the high levels of service they received.
This is something that we strive to achieve at all times and this
statistic is confirmation that our hard work is paying off.
As a winner of industry awards in international health, life and income
protection plans; William Russell has proven to know exactly what the market
needs, and puts our customers first. For example in our health plans we looked
at both convenience and security for our customers when reviewing our payment
method. Although William Russell settles most outpatient claims by bank
transfer direct to the member’s bank account, we noticed that a growing number
of our members preferred to receive settlement of their claim straight to their
credit card, so we've added this facility, giving our customers one less thing
to worry about.
Inez Cooper, Managing Director at William Russell says:
“The real test of an
insurance company is when you need to make a claim. Our claims team members are
highly trained and extremely customer focused. We want to offer our clients a
very personal service, rather than a call centre approach.
“We really care
about what we do and about making the claiming process as stress free as
possible. I’m extremely pleased with the high levels of satisfaction that our
six monthly survey has revealed.”
As well as providing a highly personalised approach to customer service,
William Russell provide direct settlement of in-patient claims, so
policy-holders will not have to pay a large hospital bill themselves.
William Russell operate direct billing arrangements for out-patient claims in
many medical facilities in Asia Pacific and the Middle East, but their members
are free to have their treatment outside these facilities. When policy holders
do settle their own out-patient bills, William Russell’s fast settlement time
means that the claim is often settled before the item appears on the client’s
credit card statement.