Nine out of ten members would recommend InterGlobal following hospitalisation

InterGlobal Assistance (IGA), the 24/7 medical assistance service launched by international private medical insurer InterGlobal has received the thumbs up from InterGlobal members, delivering customer satisfaction levels of 99%. Eighty nine per cent of m

IGA was launched in June 2011 to deliver a highly personalised assistance and claims management service to InterGlobal’s 120,000 plus clients worldwide. It regularly surveys members who have used the service, to ensure that IGA meets and exceeds customer expectations and to identify any areas where improvements can be made.

David Bull, Operations Manager, InterGlobal Assistance, said:
“The acid test of an international private medical insurance plan is how it responds in an emergency. Our members are telling us that IGA takes action quickly and effectively and that they receive high quality medical treatment where and when they need it. However we’re not resting on our laurels. Despite the extremely high level of member satisfaction we’re listening carefully to the small number of members who highlight areas for improvement.”

Highlights of the survey include:
•96% of members who read IGA’s documentation said it explained the claims procedure well or extremely well.
•92% were satisfied to very satisfied with the medical facility and the medical care that they received.
•89% of respondents rated us as good to excellent overall, with half of our members rating us as ‘excellent’.
•90% would recommend us to a friend or colleague.

David Bull said:
“We’ve received some fantastic comments from our members, one told us we went ‘over and above the call of duty’ and another that they were ‘very impressed at every stage with the prompt responses and efficient action throughout’. However, the comment which gave me the most satisfaction came from an employer that has used InterGlobal for many years who said he never had a complaint from his employees about the service we provide.”

IGA operates in collaboration with New Zealand assistance specialist First Assistance from centres in the UK and New Zealand to provide a 24/7, 365 days a year medical assistance service. It is the first point of contact for members when something goes wrong. Members can call any one of InterGlobal’s global toll-free numbers or make a collect call to access help, guidance and medical assistance under their international private medical insurance policy. IGA covers all aspects of the assistance process, including advice from medical experts, arranging admittance to hospital, identifying specialists and arranging ambulances as well as medical evacuation by air ambulance or scheduled air service.