Transforming Customer Experience in Health Insurance Industry

Health-insurance-tech brand SANA Insurance Brokers Private Limited has launched its 360° Group Employee Mediclaim System (GEMS), a platform for group health insurance, with online connectivity with insurers and Third-Party Administrators (TPAs) through Application Programming Interfaces (APIs). The system offers flexibility and smooth communication to customers by integrating with WhatsApp. Users can raise any query regarding insurance plans, E-health cards, claim settlements via WhatsApp, and a dedicated team will assist them, with backup support from a 24x7 advanced ChatBot.

The pandemic has increased the need for a group health insurance policy for employees. A group health insurance plan encourages an employee to stay for long in the organisation, and also has tax benefits and premium rates cheaper than individual insurance plans. Most employees, hence, prefer getting group health insurance from their employers, but struggle a lot with its practical realities. To ease this scenario, SANA GEMS consolidates all policy related information at one place and provides real-time data integration with TPAs and Insurers.  Users need not worry whether data is available and updated or not – SANA GEMS supports claim intimation in case of hospitalisation, easy access to all claims MIS, active data, and enrolment on one platform. The aim is to minimise turn-around time (TATs), automate claims and other service deliveries.

Commenting on the development, Mr. Srinath Mukherji, Co-Founder & Director, Sana Insurance Brokers, said, “With SANA GEMS, we are set to transform customer experience in the health insurance industry. We reimagined the whole user experience to make it pleasant for employees with group health insurance, and integrated GEMS with TPAs and insurers’ systems to ensure on-line, real-time update of this information.  We connected GEMS to WhatsApp, and to ease the work of HR managers, we included a ticketing system on GEMS through which they can request additions/deletions to the coverage list of employees and their family members. Through API integrations, we provide HR Managers live data and MIS on all claims submitted within the policy.”

SANA GEMS leverages digital technologies for convenient claim management options, which enable employers to have hassle-free insurance-related processes.