Customers today demand the same digital options in communication with their insurance company as in their private environment. This means that all standard activities must be able to take place online. Find out how BKK Linde has met this challenge.
Digitizing all correspondence was at the top of the list. Submitting sickness notifications and invoices, requesting membership certificates – everything is done via the BKK Service App, much of it completely electronically.
The digital service overcomes an age-old hurdle of every German statutory health insurance company: people with statutory health insurance do not usually find out which services doctors bill for and which costs are associated with them. The BKK Service App delivers the patient receipt automatically to smartphones – transparent insight without additional effort.
BKK Linde offers digital self-service forms on its website for those without a smartphone. This makes the reimbursement of foreign invoices, clarification of follow-up insurance and other complex processes digitally available even without a personal mobile device.
When BKK Linde sent all its employees to work from home in March 2020, there could have been dangerous hurdles in working with customer issues. However, thanks to its new digital service, BKK Linde was able to replace paper-based inboxes and face-to-face customer meetings with automated processes in no time at all.
One thing we must not forget: Paper still plays an important role for many policyholders and business contacts. The digital switchover for the pandemic did not take longer than five days. Since then, BKK Linde has been scanning all mail for subsequent use in the digital system. In three months, over 30,000 customer requests were processed in this way.
The technical linchpin for all these innovations is the EASY ApiOmat. Regardless of which device is used to map the respective customer request – thanks to Multi-Experience for support of all channels, these channels can be implemented just as easily as it is to connect different systems in the background.