Opportunity Benchmarking for Health Insurance Provider

Services

Opportunity Benchmarking; Strategic Planning

Challenge

Our client, a leading provider of international private medical insurance, was suffering from falling market share. They looked to Americas Market Intelligence (AMI) to help redesign their product and channel strategy to keep them competitive and in command of a premium price position.

Approach

AMI gathered critical input of the client’s products, customer service, agent relationships, and communications strategy from 1) customers (focus groups and survey); 2) agents (in-depth interviews); 3) senior management in LatAm and at head office; 4) competitors; and 4) healthcare analysts.

With this input, AMI helped the client streamline and improve their product offering, revamp their failing channel strategy and make improvements to their customer service performance.

Result

With AMI’s research and recommendations, the client began the long and arduous process of reforming its product and channel strategy as well as implementing key changes to its customer service staffing structure.

Client Benefit

AMI provided the client with critical feedback from customers, agents, competitors and peers that helped them realign product and channel strategies to stay on top.