Our policyholders must be able to contact us with no fuss, and get clear, customer-focused service when they do. To ensure this happens, we provide the right information quickly, and we handle all administration as accurately as possible, all the while remaining up to date and personal in our encounters with our policyholders. Whether a customer calls, emails or visits us, our employees have the right information at hand to provide the help needed.
Healthcare in the Netherlands can sometimes be a complex matter. In practice, we see people coming up against all sorts of issues and having all sorts of questions when they need medical care. Often, they do not know where they can get the right support, so we help our policyholders find and arrange the right healthcare. This could involve helping them prepare for their visit to a doctor, providing waiting list mediation, requesting a second opinion, or finding the best healthcare provider for a particular medical situation. With our CZ Healthcare Team (‘Zorgteam’) and various guidance services (online and offline), we are ready to help our policyholders, even if they are a carer arranging help for someone else.
What our policyholders think and feel is very important to us, so we regularly carry out customer satisfaction surveys to find out their views on our policies, our facilities, and our service. We also ask patients how they feel about their healthcare providers, whether they received good care and whether they are satisfied with the treatment. In all our surveys, we always ensure the privacy of our policyholders.
Taking complaints seriously
We treat any expression of dissatisfaction as a complaint. The complaint is investigated directly by the department it relates to, and all complaints are registered centrally. We carry out analyses to determine where there may be problems and work to resolve these. Any customers who do not agree with how we have handled their complaint may ask our Legal Affairs department to review the matter. Policyholders can also refer their complaint to the ‘Stichting Klachten en Geschillen Zorgverzekeringen’ (SKGZ, the Health insurance Complaints and Disputes Committee). Want to find out more?