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2014-07-09 13:32:42
On May 27, 2014, Ms. Celine Zhang, Director of the MSH Asia Pacific Region was interviewed on CBN’s “Zero Distance Marketing" program and explained the meaning of the "high coverage, high protection, high-end service" in regards to high-end medical insurance, and touched on the direct billing network.
As a Chinese leader in high-end medical insurance, Celine also shared the essence of the top of the line service at MSH:
"A service that wins the reputation of the market and earns the respect and recognition of customers: it should not be a short-term investment of money; rather, it is through long-term word of mouth. The definition of service excellence is the character of the team culture. Our employees serve customers directly every day, and so every person is the best kind of ambassador for the company. Through voting and debates, our employees have selected the company's core values: specifically, love is ranking No.1, followed by responsibility, innovation, teamwork and excellence. Customers of MSH not only get to experience "insurance"; they also get to encounter a group of people of outstanding character who are willing to put forth extra effort and emotion in order to pay attention to people, maintaining the dignity of life. This is what our work is about."
The following is the video and full text of the interview:
Moderator: In these high-end medical insurance products, where is the "high" part?
Celine Zhang: The "high" is reflected in three aspects:
The first is a high coverage amount; the amount of our product can be up to anywhere between 800 and 1,600 million yuan.
Secondly, high protection coverage. The coverage includes all necessary medical expenses, far beyond the coverage of social security, covering outpatient, inpatient, maternity, emergency assistance, medical evacuation, etc., and gives one the choice of better and more hospitals and resources. Through direct billing to the MSH global health network, customers can have unbridled access to the International Department of the Ministry and the special needs departments of many Chinese hospitals.
Lastly, high-end service. This is the core value of this product. MSH is China's first health insurance provider who has passed the ISO 9001 and ISO 27001 certifications. We have an advanced globally-integrated operation system to ensure that our enrollment, claims, customer service, and the financial processes of our multi-currency settlements are both efficient and safe.
Because of the difficulties in China's medical treatment, as well as varying regional medical resources, we also provide customers with many services apart from insurance. When customers need treatment or surgery, we provide expert recommendations and appointments, a Green Channel at the hospital, as well as treatment services. When customers have an injury or illness while in remote areas or abroad, at both at home and abroad, emergency medical assistance and transportation services are provided. When there is a chronic need, where customers regularly and take prescription medicine long-term, we offer innovative services such as medicine delivery. Our medical team network adjusts to the changes in customer demand, and we are constantly looking for the best medical institutions in new cities and regions worldwide, with whom we sign cooperation agreements for direct billing.
Moderator: Regarding the Direct Billing Network mentioned earlier, could you please tell us a little about that?
Celine Zhang: Direct Billing service makes "one card does all" come true. Customers need only present their membership card, and they won’t incur any charges after the treatment; quite a relief compared to the traditional claims process. The MSH service team and hospital will settle all medical expenses. MSH’s global medical direct billing network includes over 860,000 medical providers. In addition to Europe, North America, Asia, as well as Africa and the Middle East, we have signed up more than 1,500 medical providers, in 38 major cities of Greater China alone. We have also established cooperative relationships with top public and private hospitals.
MSH has operated in China for nearly 14 years; it is China's first high-end health insurance service provider and holds the largest market share. Through data based on the most commonly used hospitals over the years by our customers, we have worked with some of the most reputable and leading public hospitals, sending a full-time hospital representative to open a Green Channel which helps customers arrange for medical treatment. Some of the hospitals include those such as the well-known Shanghai Huashan Hospital, Shanghai Ruijin Hospital, and the Beijing Union Medical College Hospital.
Moderator: There is a lot of talk in the market about experiencing “high-end service”. As a leader in the international high-end medical insurance service industry, could you please describe the details of this high-end service?
Celine Zhang: A service that wins the reputation of the market and earns the respect and recognition of customers: it should not be a short-term investment of money; rather, it is through long-term word of mouth. The definition of service excellence is the character of the team culture. Our employees serve customers directly every day, and so every person is the best kind of ambassador for the company. Through voting and debates, our employees have selected the company's core values: specifically, love is ranking No.1, followed by responsibility, innovation, teamwork and excellence. Customers of MSH not only get to experience "insurance"; they also get to encounter a group of people of outstanding character who are willing to put forth extra effort and emotion in order to pay attention to people, maintaining the dignity of life. This is what our work is about. MSH and the integration of excellent medical resources, ongoing services, products, and technological innovation, which allows customers the enjoyment of ease and convenience. The quality of MSH customers’ experience allows MSH to maintain its position of being first in the market. The international insurance industry has given our professional service their full recognition, and in 2013, in Singapore we received the Best Service Award for the Asia Insurance Industry.