Allianz Malaysia will start managing their own Managed Care Organisation (MCO) following the recent launch of its Customer Healthcare Administration (CHA) operations.

Fully operational under Allianz Life Insurance Malaysia Berhad (Allianz Life) since 16 October, CHA will operate as the Company’s MCO which was previously handled by several Third-Party Administrators.

In the first phase of the operations, CHA’s services will focus on in-patient health claims by providing customers with a 24-hour helpline to assist with cashless hospital admission, processing of claims and managing Allianz’s panel network of medical providers.

“Nowadays it is all about customer experience, as insurers, having the ability to understand our customers’ needs and being able to address them effectively is vital.

“This is exactly why we launched our Customer Healthcare Administration, we hear our customers loud and we want to deliver their expectations where healthcare is concern,” said  Allianz Life head of Customer Healthcare Administration, Dave Giam.

Besides that, CHA aims to keep customers engaged throughout their healthcare journey using SMS, and promises to deliver a turn-around-time of one hour for hospital guarantee requests, eliminate delays by removing third-party confidential referrals as well as providing balance limits (lifetime and annual) information to better manage admission deposits. 

“Another perk of having our very own MCO is having a New HealthCare System (MCS) which will enable us to better support our medical partners, corporate clients, and customers in managing claims.

“Plus, our customers will also be receiving new health cards,” added Dave. 

CHA currently has a medical provider network of 133 panel hospitals nationwide - 77 independent commercial hospitals and 56 hospitals that are part of some of the largest healthcare group in the country.

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