Every day we help 2000 people with getting the care they deserve
Relevant customer service
Insurance is a complex product. So, it’s important to communicate the necessary information to let people fully benefit from their health insurance. To get a better understanding of information needs we analyze all incoming questions via multiple channels every day, in real-time.
This enables CZ to have real-time insights into the most urgent problems people are facing. These insights are translated to for example the website, dedicated service numbers, and prerecorded messages. By always having the most relevant information available at the right moment we help the insured to get the care they deserve.
Every day we help 400 people with a structural solution to indebtness
A structural solution to indebtness
A challenge for CZ and society as a whole is household debt problems. People experience more stress, consequently leading to higher health costs and more sick leave. For CZ it means higher unpaid premiums and higher costs, as everyone needs and deserves to have access to proper healthcare. As no one consciously chooses to have payment problems CZ is driven to guide people facing debt problems in finding a structural solution that fits their context.
Every situation is unique. And not meeting payment obligations can come in many variations and has varying reasons. It for example differs from not being able to pay the deductible payment at once to not meeting monthly premium payments. So it’s a challenging task for credit management agents to come to a well-considered decision in what kind of payment schedule is suitable for each individual. To support CZ’s credit management in the process we build an advisory tool.
Based on the data that employees are providing to the tool we predict the nature of the problem. The likelihood of indebtedness being structural or not, and give advice on what kind of payment plan suits the situation of the insured best. A monthly payment that is achievable, and at the same time helps to get the individual out of debt problems as quickly as possible. Creating a win-win for both parties involved.
When structural indebtedness is identified in an early stage, the earlier an individual can be helped. When this occurs, CZ is going even a step further. The individual will be guided in finding structural help. For example by involving the right public institutions that are specialized in debt problems.