Hat Trick for Bonitas Medical Fund
Bonitas Medical Fund was recently awarded the Ask Afrika Orange Index for service excellence. This makes it a hat trick for the Fund this year. Earlier this year Bonitas received both the Kasi Star Brand Award and the ICON Brands Survey award. The awards were both in the medical aid category.
The Ask Afrika Orange Index, which started in 2001,measures service within and across 32 industries, using 10 of the most relevant service benchmarks and ranks 165 companies. This ensures a 360 degree view of the service performance of the company, including customer emotional satisfaction and loyalty.
According to Ask Afrika service expectations have changed significantly over the past five years. ‘Consumers are more sophisticated and have higher service expectations. This, in conjunction with more choice and service channels, elevated access to information and less customer loyalty. So it not only shapes what consumers know and expect from brands but also how they engage with brands’.
Bonitas Medical Fund’s Response to the Award
Gerhard Van Emmenis, Principal Officer of Bonitas, says: “As a South African brand we have been around for over 35 years. We conduct regular interactions and surveys with members and financial advisors. Through this,we gauge customer satisfaction in order to improve on the delivery of services.
“We appreciate that we need to differentiate ourselves. And not just through our product offerings but on delivering an efficient service and outcome for our members.
“Certainly our members are positive about both the product and service we give them. We attribute the increase in satisfaction can to quick and efficient claim processing and clear, simple, easily understandable communication.”
Significantly, the Fund’s call centre was recently upgraded and additional staff training rolled out to ensure member that queries are dealt with timeously. Also Bonitas enhanced their website and digital platforms in 2017to offer members and brokers more support.
Bonitas is the second largest open medical scheme in South Africa. Administered by Medscheme Holdings (Pty) Ltd, Bonitas aims to make quality healthcare accessible to all South Africans and offers a wide range of plans that are simple to understand and easy to use.