Customer-centered service processes in occupational disability (BU) and private health insurance (PKV)

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When insurance companies prioritize optimization, benefit processes often take second place to new application processes, because only these generate revenue, whereas benefit processes generate costs. It is therefore no wonder that many investments are made in new application processes that are simple and convenient for customers, while benefit processing often comes second. The value of insurance for customers only becomes apparent when a claim is made!

Of course, not every benefit process is the same; the process for benefit applications in life insurance (LV) and private health insurance (PKV) depends on the product. There are simple processes for simple products and services, and there are automated or at least partially automated processes for large volumes of applications, such as the PKV venezuela consumer email list reimbursement process for outpatient or inpatient medical treatment. However, the benefit processes for occupational disability insurance (BU) and daily sickness benefit (KT) in private health insurance (PKV) are much more complex. The facts are not always clear and may be very expensive for a company, so individual processing and regulations are often necessary. Below we look at this using an example from different perspectives.

Application for BU or KT benefits from the perspective of the insured person
In both cases, the applicant has been ill for a long time (disability: 6 months, disability: 6 weeks). This means that when the applicant applies for payment of benefits, he or she is generally not in good health and is now slowly experiencing financial problems. The application for benefits is submitted either via an online portal or, more often, in paper form. You then receive a comprehensive questionnaire relatively quickly in which you have to provide information about your job, income and illness. The applicant often needs support to answer it. From the applicant's point of view, many questions were already answered when the application was submitted - the insurance company should actually already know that. Well, at the end of the day, the questionnaire is filled out and sent off and from his or her point of view, nothing stands in the way of payment of benefits.