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2019 MSH Member Experience Satisfaction Survey Summary Report

2020-08-25 09:09:37

In the last half of 2019, MSH China sent service feedback questionnaires and received over 1,500 responses from insured members. We give great weight to your feedback and suggestions. It is only through attention to every detail that we have been able to continuously improve our service over the last 19 years.

We have now launched the 2020 service satisfaction survey. We hope you can take 3 minutes to fill out the survey when you receive the email.

We have also included a report with the results of the 2019 survey for your reference.

Strengths To Celebrate & Our Next Steps

· MSH members of WeChat online service is now available. This new platform allows you to check your insurance benefits, find nearby direct billing hospitals, and make an appointment, as well as submit pre-authorization and claim application online. Moreover, from now on, claims below a designated amount can be submitted directly without originals, and downloadable copies of your insurance policy, benefits, and other forms are available for your perusal via our new WeChat platform.

· We completely revamped our Member Service Manual with a modern design and a special digital version. Thanks to its interactive navigation, members can easily find the information needed in just one click! This new version improves the overall user experience and gives a clearer picture of our benefits, products, services and solutions.

· MSH optimized the Direct Billing Network with high standards and is actively extending his network in Southeast Asia, Europe, Australia and the Middle East. By the end of Q1 2020, it covered 2,291 providers and 2,238 doctors in Greater China and 1,310,000+ providers worldwide.

· 20+ MSH Hospital Representatives provide timely on-site assistance for members in Shanghai, Beijing, Suzhou, Shenzhen, Chengdu, Dalian, Wuhan, Xiamen, etc.

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