Health insurer response times balloon out

The Wellington-based company is making a significant investment into developing a new policy administration system to support improved innovation and efficiency whilst delivering faster and more personalised customer service.

The system is at the heart of Accuro’s day to day operations, including managing policies, onboarding new members, choosing and changing plans, pricing, processing pre-approvals and claims, and providing services to members.

After a year of development it is hoping the new system will go live in mid-June, but right now it is seeing extended response times.

It says claims are now taking nine working days, re-approvals one working day and it may take 18 days to answer a general enquiry.