Medical Aid companies rank 2nd on Zim’s Customer Satisfaction Index

By Kuda Pembere

Zimbabwe’s medical aid sector performed well above the national customer satisfaction index of 70, 2 percent ranking second with  78, 7 percent after the hospitality sector.

This was a finding from a research report for the National Customer Satisfaction Index 2017 done by Select Research and the Contact Centre Association of Zimbabwe.

Companies looked at in the medical aid society sector included First Mutual, Generation Health, Fidelity Life Medical Aid Society, Liberty Health, CIMAS, Heritage PSMAS.

Speaking at the launch of the index report, Select managing director Mr Tov Manene said medical aid providers were just a marginally behind the hospitality sector. This meant consumers buying medical insurance products were fairly satisfied in terms of customer excellence.

“The medical aid sector those are the companies that resulted with a customer satisfaction index of 78, 7 percent. Just a point one difference from hospitality,” he said.

Manene noted that this sector ferried well above the national index.

“So I think it’s fair enough I guess, that’s where we are as Zimbabwe our customer satisfaction index is at 70, 2 percent so you will find that there are certain organisations that are below the national level and we have companies that are above the national level as you saw from the previous slide. The green line is the national level and then you can see how many sectors are below the national level,” he said.

The long and short term insurance also ranked third and fourth respectively with 776, 6 percent and 74, 3 percent.

“Long term insurance, 76, 6 percent. Short term quite a number of players there we have banks fighting with insurance companies here 73, 3 percent,” said Manene.

Government in August unveiled the text of its draft Medical Aid Societies Authority Bill at a time when stakeholders struggle over issues such as the regulation of the medical sector and bringing down insurance costs for the poor.

Health and Child Care minister David Parirenyatwa worked for weeks behind closed doors on the legislation aimed at ending squabbles between doctors and medical insurers over remittances by insurers to doctors.

The effort laid motionless since the beginning on the back of tensions between doctors and medical insurance firms, after doctors last year refused to accept patients with medical insurance due to insurers owing them $220 million, leaving thousands to pay cash or rely on underfunded State hospitals.

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