Health-on-Line wins ‘Best Online Healthcare Provider’ at the Your Money Awards 2019; making it six years in a row the Bournemouth-based private medical insurer has won the coveted award.
Having taken place on 18 July at Merchant Taylor’s Hall, London, the awards are now in their 22nd year and are the longest-standing awards in the personal finance industry. They aim to recognise the efforts of those organisations which have offered the best products and services to consumers over the past 12 months.
Fiona Carter, Brand and Marketing Manager for Health-on-Line, said:
“We are delighted to win this award for the sixth year running in recognition of all the work that our employees have put in to improving our online service for customers this year. To be able to collaborate with customers throughout this process has been a privilege and their comments have been invaluable in helping us design a service that best meets their needs”.
Improving the customer experience has been the primary focus for Health-on-Line this year, having developed new online initiatives to enhance the services they offer. Their newly launched live chat tool, where customers can speak to either a claims or sales agent within a click of a button, has been met with a fantastic customer response, with many users rating the service 5 stars. Additionally, their online portal for customers, Customer Online, was re-designed this year based on customer feedback to provide an easier, and enhanced user experience…enabling them to put the customer at the heart of their business.
Sam Bhatt, Head of Operations at Health-on-Line said: “The re-vamp of Customer Online ties in with our focus to shape our business around customers this year. This update will mean customers can navigate their portal better, find the information they need, and do it at a time and place that suits them.”
Each award entry undergoes a rigorous judging process based on a number of factors, including the competitiveness of price and structure. Once shortlisted the entrants will then be judged by a panel of Your Money readers, who will mystery shop each company and benchmark the quality of service that is provided in each category.
The lavish ceremony was attended by well-known brands from across various financial services, with the likes of Virgin Money, NatWest and Post Office Money also winning awards.