Social Media Case Study: How Max Bupa Enabled 1200 Customers Buy Health Policies via Facebook

Brand Name

Max Bupa

Agency Name

Iffort

Introduction

India’s premier health insurance company, Max Bupa now services hundreds of customers daily using its Facebook engagement platform – Get Help.  Get Help is one of a kind customer service platform which helps users to get services at their fingertips right from Facebook.

Objective

Through this initiative, Iffort has helped Max Bupa to take the lead to transform the perception of insurance as a complex product by using the most interactive social media platform to drive conversations on the category. Max Bupa has been able to strengthen its online presence to reach out to its customers.

Execution

Get Help is a first of its kind engagement platform by a health insurer on Facebook to reach out to its customers and be present wherever they are. This innovative platform enables customers to buy a health policy from their Facebook account, interact and share their experience with Max Bupa and also get instant customer service at their convenience from anywhere, anytime.

Get Help offers instant response to health insurance related information on products, service requests, queries related to policy purchase, renewal, claims, loyalty benefits and premiums. It enables customers to get a call back within seconds of posting a request and provide them the option to share feedback and get response within 24 hours.

It also allows them to access information related to hospitals in Max Bupa’s network. Committed to making quality Health Insurance more accessible to customers, Max Bupa is using technology to deliver Health Insurance to customers within minutes, at the click of a button, from the comfort of their home.

Results

•  Increase in positive conversations with complaints decreasing by more than 60%.
•  The application serves to 1,60,000 fan-base of Max Bupa.
•  More than 1200 customers accessed and availed the services from Get Help.
• Turn around time has decreased by 50% since the steps to reach out to the customer support were decreased.