08/11/2019
-Madison Health & Risk Management statement on Social Media Complaint-International Travel Insurance Claim-
In response to an open letter published on the Zambian Watchdog regarding a pending Travel Insurance Claim by Miss Jacqueline Kobe, we wish to sincerely apologize to the client for the inconvenience caused during her claim process.
We wish to state that the client, and our international reinsurance partner Mapfre Assistica Company, (Spanish reinsurer) have been engaged to ensure that the matter is resolved within the quickest possible time.
We want to significantly highlight that International Travel Insurance is a product offered by Madison Health & Risk Management Ltd and underwritten by our Principal Underwriter Madison Life Insurance Company Zambia Ltd.
Further to our investigations it has been discovered that certain procedural steps were not undertaken by the insured and that no claim form and supporting documents were submitted by Miss Kobe for claim processing. Nonetheless, our customers always come first and therefore we want to assure Miss Kobe that we shall assist her to resolve the payment of the claim as soon as possible.
“We thank the Zambian Watchdog for bringing this claim to our attention. Important lessons have been learnt and this case will be remedied to Miss Kobe’s satisfaction and we shall use this to improve the customer experience for all policyholders that we serve. We want to advise all our clients or beneficiaries wishing to make a travel insurance claim to always follow the right procedures by firstly contacting our helpline and secondly by submitting a duly completed claim form along with supporting documents to Madison Health once they return back home in Zambia. On our part, we shall endeavour to educate our client’s to understand the claim procedure,” said Dennis Rich, Managing Director for Madison Health and Risk Management Ltd.
Madison Health remains committed to delivering a consistent and reliable high standard customer care to all clients and provides an excellent customer experience in all areas of the services which we provide.
“I want to say thank you to Madison Health for their prompt response regarding my claim. There were certain steps that I did not take in making my claim. I wish to sincerely apologize for any misrepresentation that my letter may have caused. I have been assured that my case will be looked into after I submit my claim form and supporting documents to Madison Health, which I should have done earlier.” Miss Kobe has said.
- About Madison Health and Risk Management Ltd (MH) -
Madison Health & Risk Management Limited (formerly trading as Madison Health Solutions Ltd) was incorporated as a limited liability company in January, 2006.
Madison Health was established as an Agent to administer Health & Travel Insurance policies on behalf of the then Madison Insurance Company Limited (MIC). In 2005 MIC was unbundled into Madison Life Insurance Company Limited (MLife) and Madison General Insurance Company Limited (MGen). MH provides group corporate comprehensive medical covers and operates in conjunction with various healthcare providers all over the country.
MH continues to market various insurance policies underwritten by Madison Life Insurance Company Limited whilst providing other health and wellness related products and services.
Patience Chisanga
Corporate Communications Manager
Cell: +260977 929314
Email: [email protected]
7th November, 2019
