We all understand the importance, the need and benefits of medical insurance. There is absolutely no doubt in any citizen’s mind about this facility called medical insurance. With the rising costs of medical care its makes utmost sense to insure ourselves and our family for all medical emergencies. So when the public is so clear about it, why does the medical insurance fraternity make medical insurance sound like rocket science?
Just imagine how wonderful it would be if servicing a medical claim was as easy and “happy” as is buying a pair of shoes at Zappos. Zappos is a breathtakingly beautiful piece of marketing where the focus point is customer experience more than the product itself. The company sees its core area to be “customer service”. How ironical is that? For a shoe company, shouldn’t they be focusing on style and size and fashion? You know the answer if you have already experienced their selling.
Insurance is usually invoked when the family is already going through a difficult time coping with a sick member of the family. At that moment it really becomes intolerable when one has to go through the clauses and sub clauses of an insurance policy. Instead of checking into their fat books on whether the medical condition is covered under insurance or not, would it harm the insurance company to come out with a more human face and talk to the customer about the problems they are facing and comforting them. A patient hearing and a sweet good wish will go a longer way than actually picking the claim or refusing it.
Also the language, when I hold my insurance policy in my hands I feel like it’s possibly the Memorandum of Understanding between two nuclear countries. All that the policy is supposed to communicate is that “we are with you in your sickness and health.”
