Bizhealthcare - 22 Oct 2019
"As the economy bites and more consumers are downgrading their medical scheme cover to lower benefit options to cut costs, they are not realigning their 'consumption-based' expectations and are struggling to decipher the complexity of benefit options and scheme rules.
Image source: Getty/Gallo
Image source: Getty/Gallo
The South African Customer Satisfaction Index (SA-csi) for Medical Schemes (2019) provides insights into the overall level of satisfaction of customers of medical scheme providers – Bonitas, Discovery, Gems, Medihelp and Momentum. Gems is the only closed medical scheme included in the survey. Consulta, which conducted the survey, polled 1,707 medical scheme members across five of the leading schemes by membership numbers.
Overall, customers indicated that they do not believe that the premiums paid match the quality of cover and experience on offer. Across the board, the industry is struggling to meet the needs of customers in terms of benefit design that meets the needs of customers in a simple and transparent manner. No outright leader was identified in this year’s index, with Bonitas and Discovery obtaining a joint leadership position, Medihelp coming in on par with the industry average (72.9) while Momentum is just below par and Gems lagging in last place."
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