Another successful year at TU Zdrowie
TU Zdrowie is closing 2022 with record results, both in sales and financial terms. In the past year, the company launched a new care model, which significantly improved the level of service for Insureds. The challenges TU Zdrowie will face in the coming months include the development of existing and launch of new health plans, including preventive examinations at workplaces, and the improvement of its customer care model.
“This is another year that we are closing with record results with a clear increase of more than 11 percent in insurance business revenues. Insurance business revenues in 2022, incl. health plan revenues, amounted to nearly 102.9 million vs 92.2 million in 2021. Last year, we increased gross profit by more than fourteen percent to a level of PLN 14.5 million. We increased the number of Insureds incl. health plans to 193,300,” sums up Aleksander Roda, CEO of TU Zdrowie.
“It was also a challenging time. One of the priorities was to implement a distinctive service model that will ensure the continuous addition of new customers and the continuation of cooperation with existing ones. We succeeded in this by transferring service over the insured to the “Świat Zdrowia” Medical Operator within Neuca Group. With this change, we see a steady increase in quality in the service process. We were the first customer of the Medical Operator to use the potential of its existing medical hotline to expand its competence to handle the entire portfolio of our insured,” adds Aleksander Roda.
The operator leveraged the potential of Neuca Group’s existing medical hotline by extending its competence to serve the insureds in TU Zdrowie. As a result, the insurance company is benefiting from one of the most effective helplines, which, while constantly expanding its medical competence, focuses on providing the patient with a solution to a medical problem during the first contact.
“We are committed to ensuring that the majority of issues related to the insureds’ healthcare insurance needs are addressed during the first contact with the hotline. This means that access to medical professionals, i.e. doctors, nurses and paramedics, will be possible during the first call. The decision to connect with the selected specialist will be made by a properly trained team of consultants. There is already a VIP customer service path in place; such a customer will be first assigned an account manager to handle a complex call and enable the client to take advantage of pilot services. The experience gained in handling VIP customers will in the future improve the quality of service for all customers contacting through the medical hotline,” adds Aleksander Roda.
Expanding health insurance portfolio
“We are also working to expand our product offerings. Currently, TU Zdrowie’s insureds benefit from five different Health Plans – ‘My Oncologist,’ ‘My Nutritionist,’ ‘My Orthopedist,’ ‘Treatment after a Traffic Accident’ and ‘Continuation of Hospital Treatment.’ In addition to these, we are working on and will soon offer our customers the new “My Cardiologist” scheme. We will also add preventive examinations for employees in the workplace to our portfolio, and these activities will be carried out in cooperation with NEUCA Group,” – adds Aleksander Roda.
Współpraca z brokerami i multiagentami
Speaking of good sales performance, we should emphasize cooperation with intermediaries. TU Zdrowie’s share of indirect sales accounts for about 70% of the total portfolio, while new sales in the indirect channel in 2022 are almost twice as high as in the previous year.
"We take a very individual and proactive approach to working with brokers and multiagents. We invite them to workshops, training and brainstorming sessions where we discuss issues related to the healthcare insurance field. We share our knowledge and years of experience in building, quoting and implementing health care plans. It’s important that the intermediaries who meet with potential clients on our behalf are as knowledgeable as possible, not just about insurance terms and benefits. This is because we are committed to easing their concerns about an area that is unfamiliar to many. They need to know which solutions are worth proposing to customers and which can be left out, taking into account the specifics and budgets of individual companies. We listen to the voice of intermediaries, their questions and concerns, as well as their experiences from meetings and conversations with customers. The feedback we receive from them helps us improve our products and solutions,” says Bernard Kucharski, TU Zdrowie’s sales director responsible for cooperation with intermediaries.
TU Zdrowie is the only Polish-market insurance company that specializes exclusively in medical packages for employees.
“We are growing and the number of insureds we provide services to is also growing every year, and the financial results, the recognition of the insureds and the awards we receive are the best confirmation that the direction we took almost 13 years ago is the right one. Our motto is to build the company’s value through constant attention to patients and the quality of their service,” concludes Aleksander Roda, CEO of TU Zdrowie.
In the poll of the “Gazeta Finansowa” journal (April 7 – 13, 2023) “100 Largest Financial Institutions and Financial Brand of the Year” (in which the amount of revenue was taken into account), TU Zdrowie ranked 52nd. On the other hand, in the compilation of insurance companies by the “Gazeta Finansowa” journal, in terms of “Dynamics of gross written premium value”, TU Zdrowie ranked 7th. In terms of “Value of gross written premium in thousands of PLN” in the same compilation, the company ranked 24th after 2022.
Further development of IT tools
One of the most important elements related to handling the insureds is the further development and expansion of already existing IT tools. In previous years, TU Zdrowie has significantly modified the Policyholder Panel. It has been upgraded with a number of new functionalities giving HR departments full control over health policies for employees. The tool allows people registered for insurance to be added to the system one by one, to generate documentation independently through the system, and then to manage repayments and packages. Through the Panel, HR departments have access to the current balance and all necessary documents, and furthermore it provides the ability to communicate and exchange documents without the need for email. The e-declaration functionality has also been implemented in the Policyholder Panel; it allows each employee to independently select an insurance option, as well as to enter the data of the family members they want to include in the insurance. Meanwhile, HR departments that look after policies retain full control over the data entered, saving time and avoiding potential errors. Another improvement implemented in the Policyholder Panel is the Occupational Medicine Platform, which facilitates the management of referrals to occupational physicians and full control over the validity of employees’ certificates. Since April this year, the Panel also features multi – logging. This is applicable when a company has several affiliated companies within a single group (in which case the Controller is then given one login and password, and after logging in selects the company on which he or she wants to work).
At the end of 2022, the number of accounts on the Insured Panel reached 90.8 thousand.
