The introduction of an updated policy administration system has pushed claims turn-around times to 15 days, pre-approvals to two working days, and lead to reduced call centre hours at health insurer Accuro.
The company says its new system, along with staff sickness, are putting pressure on the firm’s ability to manage its workload.
In a statement, Accuro says its new admin system will increase efficiency and deliver “…a more personalised customer service”.
“The current estimated ‘go live’ date is mid-June,” says the firm. “As we get closer however, the time required from our staff to ensure that everything is ready increases.”
The policy administration system is central to the company’s management of policies, onboarding new members, choosing and changing plans, pricing, processing pre-approvals and claims, and providing services to members.
The company says the additional work required to create, test, and review its new system – in addition to its regular work – is having an impact on its ability to process requests from customers.
“We have made changes to our hours and resources to try and move through this work, but the next few months will likely continue to see longer than usual turnaround times,” says the firm.
“Recognising that most enquiries come via email we have made the decision to trial further reduced phone hours of between 10am and 3pm weekdays. This ensures we are still here to help when you need us, but outside these hours our team can focus on responding to your emails.”