The Always With You Program: Personalized Healthcare for Modern Customers
The Always With You Program: Personalized Healthcare for Modern Customers
By Monica Chege – Head of Marketing, Jubilee Health Insurance
In today’s competitive marketplace, offering good products or services is no longer enough to stand out. Consumers expect more, and the real competition lies in how well businesses can create memorable, personalized experiences for their customers.
This is where customer experience (CX) becomes the real game-changer. As we mark the end of Customer Service Week, this year’s theme, Above and Beyond, has reinforced the importance for companies to consistently go the extra mile, exceed customer expectations, and foster lasting relationships.
With so many choices available, today’s customers have high expectations. They aren’t just looking for a simple transaction when purchasing a product; they want an experience that feels personalized and meaningful. Whether shopping online, visiting a store, or engaging with a service provider, customers expect to feel valued and understood.
That is why CX is the new battleground for businesses. A study by PWC found that 73% of customers say experience is a major factor in their purchasing decisions. While price and product superiority are important, they are no longer enough to secure customer loyalty. Today, loyalty is driven by brands that consistently engage with their customers beyond the transaction.
Jubilee Health Insurance has introduced the Always With You Program which prioritizes your unique needs by providing personalized care, reassurance, and support when it matters most.
This program removes barriers to healthcare by offering essential services such as drug delivery, home-based care, telemedicine, and road evacuations, ensuring that access to healthcare is convenient and stress-free.
At Jubilee Health Insurance, we are committed to becoming your trusted and valued health partner. By taking a comprehensive approach, we strive to provide personalized care that meets your diverse needs, supporting you throughout your journey to wellness.
One of the ways we have been able to go above and beyond for our customers is through embracing innovation. We have digitized the health cover journey to empower you to apply for health insurance online. This initiative is part of our company’s commitment to eliminate the frustrations associated with the traditional health cover application process. By empowering you to conveniently secure your health, Jubilee Health Insurance ensures that we are always with you to support you in taking care of what matters most.
Secondly, we have structured a considerate payment model to support convenient access to health services. Our revolutionary Lipa PolePole (pay slowly) payment option spreads payments across installments. What sets this apart from traditional insurance premium financing is the instant approval process.
Typically, customers would have to wait for days or even weeks for banks to approve premium financing. With Jubilee’s digital Insurance Premium Financing (IPF) module, you can choose the “Lipa PolePole” option at checkout and enjoy immediate approval and access to coverage right away.
Additionally, we have partnered with healthcare providers to create paperless hospitals. This means that hospital admissions, billing, and approvals are all managed digitally, making the process faster and less stressful for patients.
The real test comes when you need to use your health cover. By reducing paperwork and simplifying processes, Jubilee removes unnecessary friction, offering a better, smoother experience during some of life’s most critical moments.
Lastly, insurance claims have long been a pain point for customers, often characterized by long wait times and unclear processes. We have reimagined the claims process so that you can now submit claims online and track them in real-time. By focusing on trust and transparency, Jubilee fulfills its “Always With You” proposition, offering customers peace of mind in moments of uncertainty.