InterGlobal Assistance delivers 98% customer satisfaction

Nine out of ten members would recommend InterGlobal international private medical insurance to friends, family or colleagues.

InterGlobal Assistance (IGA), the 24/7 medical assistance service from international private medical insurer InterGlobal, continues to deliver outstanding service to members, achieving a 98% satisfaction rating in 2012. The results, from IGA’s annual customer satisfaction survey1. also reveal that 9 out of 10 members would recommend InterGlobal to friends, family or colleagues.

Highlights of the IGA survey also report that:

• 95% rated InterGlobal as good to excellent overall.
• 91% think the claiming process was explained well or extremely well.
• 84% were satisfied with the level of communication received.

IGA was launched in 2011 to deliver a highly personalised assistance and claims management service to InterGlobal’s 120,000 plus members 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:

“When people face a medical emergency they need an assistance service which responds immediately to their needs in a fast, caring and effective manner. At InterGlobal Assistance we have a dedicated team of medically trained assistance professionals who provide our members with an immediate response and support them throughout their treatment. I am thrilled that our survey shows such high levels of satisfaction but we will not rest on our laurels and will keep focused on maintaining and further improving our service for our members around the world.”

IGA operates in association 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 in an emergency or when they need to receive in-patient or daycare treatment. Members can call one of InterGlobal’s 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 providing advice from medical experts, arranging admittance to hospital, identifying specialists and arranging ambulances as well as organising the approval and payment of treatment. IGA will also arrange evacuation of members for critical and non-critical conditions if adequate treatment cannot be provided locally.