Customer Satisfaction Survey

Member Name:
Service
TPA card

1. How long did it take to get your card after the date of issuance of policy?
7 days 15 days Over 15 days.

2. Did you get the user guide book along with instructions?
Yes No

Experience of call center

3. How soon was your call answered?
Within 3 minutes Within 5 minutes Not answered at all

4. Was the executive able to answer your query satisfactorily?
Yes No

5. Was the executive knowledgeable and helpful?
Yes No

Cashless preauthorization

6.How long did it take to get your guarantee letter after submission of preauthorization form to TPA
30min- 1 hour 1 hour -2 hours Over 2 hours

7.Were you satisfied with the response time as per your situation?
Yes No

Timely payment of reimbursement claim

8. How quickly was your reimbursement paid after submission of documents?
15 days One month Over one month

Policy No.*
Comments/Feedback/Suggestions


9. Did you face any issues regarding getting your reimbursement?
Yes No

10. Were you paid full or partial and if partial, were you give the reasons for deductions on the claim?
Yes No

Grievance redressal experience

11. Were you aware of the client grievance redressal process?
Yes No

12. Were you able to easily register your grievance online?
Yes No

13. If so, how long did it take to get a response?
24 hours 48 hours No response even after a week

14. Were you satisfied with the response?
Yes No

PPN Packages

15. Were you aware of the various PPN Gypsa packages?
Yes No

Claim status update experience via sms/email

16. Did you receive your claim status via sms/email regularly?
Yes No

Please share your overall experience with Volo Health Insurance TPA on a scale of 1 to 5.
1 being poor and 5 being excellent
1 star 2 star 3 star 4 star 5 star