Private medical insurer OHRA is moving its UK claims handling back in-house only 15 months after it ...
Private medical insurer OHRA is moving its UK claims handling back in-house only 15 months after it decided to outsource the process.
The Dutch-owned company decided to outsource to a professional claims handling organisation at the start of 1998 to improve service levels. But the group said that after a number of late payments and declining service levels it has decided to reverse the policy. Claims handling was originally oursourced to Medical Claims Handling which, after a takeover last year, became Beech Street UK Limited.
Hazel Berrill, head of marketing at OHRA, explained it was at this point that problems arose. "After the takeover a number of key staff left and service levels deteriorated to a point that we could not allow our policyholders to put up with this service," said Berrill.
She added: "This is definitely a forward rather than a backward move for OHRA and we have already received a great deal of positive feedback from intermediaries as well as their clients - our policyholders."
OHRA is expecting that with increased staff training and investment in technology there will be immediate improvements in service levels.
The claims department is now based in the head office in Eastleigh, Hampshire.
The new direct claims telephone number is 0845 6010425.
