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Summer 2023 European Broker Newsletter

Customer Service Update

To help our customers get started on their claims, IMG has produced a new one-page guide. It also shows how we’re committed to developing our processes to ensure the best customer experience possible, and to tell us more, we caught up with our European Director of Operations, Marcelo Campos. 

After the pandemic, the expectations of customers around the world have significantly increased. We have seen many companies that were set in their old ways going out of business, seeing their portfolio slowly migrating away, or being forced to adapt. Customers are expecting meaningful interactions, which requires a delicate balance between technology and personal interactions. Customers are extremely aware of their cost of living and make budget-based decisions; they're also very protective of the time they spend handling matters with their insurer. They expect immediate satisfaction to their needs and less scrolling in a more curated digital experience.

I’m proud to share that IMG’s service delivery team strives to create barrier-free, meaningful experiences for our customers. We aim at immediate resolution, in real time when possible. We are available at any time from anywhere. To improve our ability to deliver services, we have accelerated our innovation journey. We have a strong group of professionals supporting our customer portfolio and have deployed multiple technology-driven solutions for customers to connect with us in a seamless manner. In the past couple of years, we have...
  • Deployed webchat that better accommodates the needs of those who prefer not to spend time on the phone or need live assistance to navigate our portal
  • Enabled WhatsApp as an alternative channel to allow customers to contact us with a Wi-Fi connection from anywhere
  • Incorporated SMS notifications to immediately let customers know of the progress with their claims
  • Adopted a strategy towards digital ID cards, the ultimate paperless access to insurance documentation. Insureds can easily download to their digital wallets and show it to providers
  • Launched an online claims facility to empower brokers to file claims on behalf of their customers
  • Implemented a process for real-time claims. Insureds can simply contact us via WhatsApp, submit a snapshot, and get their claim settled in fewer than 15 minutes
  • Incorporated global telemedicine and mental health support services
I’m excited for our roadmap and innovations we will be introducing in the years to come. 

New ALC Broker Portal

ALC Health, an IMG company, is constantly working to develop better ways to support our distribution partners, and we’re delighted to make available our new Broker Portal. Through the new portal, brokers can submit claims or preauthorisation requests on behalf of customers who have provided their consent. 

This new portal is exclusively for brokers with authority to offer ALC Health products (Prima and Global Prima Medical Insurance) and is not affiliated with the IMG Producer Area. The first step to accessing the new Broker Portal is to obtain a registration code. Please email your IMG representative to obtain your registration code.

You can also learn more about the Broker Portal by watching our short video 

Spotlight on Victoria Holden

Victoria Holden joined IMG in March as Sales Administrator of IMG's UK Commercial Team. We spoke with Victoria about her responsibilities and how she supports our business development managers and brokers.

Tell us about yourself. My career in health insurance started in 1997 at BUPA International within the Corporate Advisory Team. I have worked mainly within small- to medium-size enterprise (SME) sales and administration for insurers, and I have also been on the broker side. I previously held roles at IHC, ALC, and Towergate. This has provided me with a good understanding of both insurer and broker needs.

What are your responsibilities as Sales Administrator? My role is to produce SME quotations for our business development managers. This consists of obtaining all information required to quote and preparing a quotation presentation. I also generate some individual quotations. I deal with administration tasks as required from any members of the sales team. My role impacts the sales team positively, as quotations can be obtained much faster than before, which benefits brokers to be able to send to their clients sooner.

Tell us how the business is going. The volume of SME quotations has increased significantly since the launch of Global Prima in April. The processing time for quotations has been significantly reduced. Typically, SME quotations are received within 24 hours of requesting.

What are your plans for the future? Making sure that quotations are returned to our business development managers within 24 hours. This allows our sales team to have a positive relationship with their brokers and to meet broker expectations, which, in turn, meets their client expectations.