Member Experience
Contact Centre
The Contact Centre team looks after both inbound and outbound calls. Our inbound team takes an average of 500 – 600 calls per day! Enquiries can be anything from helping a member understand their claim or cover to someone wanting to join. They also respond to anywhere from 1500 – 2500 emails a month. Our Outbound team is also kept busy with contacting sales leads from other departments, completing welcome calls to all members who join over the web or with a broker, and much more.
Marketing and Community
Marketing and Community coordinates the production and distribution of a wide range of member communications (letters/emails/SMS), including rate rise information, newsletters, promotions, etc. They coordinate marketing campaigns and promotional activities across the business whilst also maintaining the TUH website and social media pages. They design and coordinate the distribution of marketing material, including product brochures, the annual report, various flyers and ads.
Membership
Membership are our experts in all behind the scenes member functions, managing everything from memberships and broker sales conversions to applying clearance certificates, processing cover changes, payment changes and anything else relative to a membership. Reporting on all of this information forms a big part of the teams’ role.
Claims and Benefits
Claims assess and process the following claims on behalf of our members:
- General (also known as ancillary) – for those claims not processed through HICAPS or by members using on-line member services.
- Medical – payment of accounts from doctors and surgeons for in-hospital procedures.
- Hospital claims – this includes accommodation, theatre fees, intensive care, coronary care and approved protheses.
They also look after the administrative aspects of assessing pre-existing conditions and ex-gratia claims and investigate and arrange recoveries for Work over and Third Party (Accident) claims.
