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Digital platform expedites issuance of health-care coverage document

29 JUNE 2022

AS the Covid-19 pandemic continues, especially with the rising infection rates again, there is a constant surge in the demand for quick health-care services.

Despite this, however, the Philippines’s insurance industry remains hounded by issues on delayed processing of guarantee letters to policyholders who need urgent medical treatment or other services.

With this in mind, Etiqa Philippines has kicked off an online credit facility that reduces the turnaround time for issuing the promissory document for coverage.

The insurance company’s newly launched Letter of Guarantee (LOG) Portal boasts of only three steps to shorten the entire process from 24 hours to four hours now, with a daily cut-off time of 2 pm on weekdays.

According to Etiqa Philippines Medical Director Dra. Maria Luisa Mamaril, the health crisis has accelerated the ‚Äúdigitalization of industries‚ÄĚ and enabled businesses to embrace “digital strategies.”

“This transition also significantly transformed customer expectations, including in the Philippines, as many are growing accustomed to digital interactions. Through Etiqa’s new LOG Portal’s three-step process, we hope that this service will provide added convenience and ensure that customers receive the required health service in the quickest time,” she said.

How it works?

WITH this platform, customers need not have to call Etiqa’s hotline to request a LOG. They just have to access the portal via a QR code or URL found on the firm’s Facebook page.

Next, they have to provide basic information such as their name, Etiqa Philippines card number, name of company, e-mail address, type of request, date of availability, name of facility, and doctor’s request form, if applicable.

Upon completion, a confirmation e-mail will be sent to them, indicating that the request is now being processed. Clients will then receive the LOG through their e-mail.

“This is a new era where customers are actively looking for user-friendly, simple, and efficient services. We are committed to enhancing our services to give them a richer digital experience that addresses their concerns about insurance claims and Letters of Guarantee,” said Mamaril.

The newly-launched platform is a welcome development being timely to ease the burden and anxiety of patients who are in need of urgent medical attention, which a delay could cause a mental health problem or much worse lead to untimely death.

The LOG portal may be accessed by scanning the QR code on Etiqa Philippines’ website or by visiting https://etiqaph.freshdesk.com/support/tickets/new.

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