National Friendly has paid out 98% of private medical insurance (PMI) claims in the first year of its partnership with Healix Health for claims administration.
Data for the period between 25 September 2023 and 31 August 2024 showed these claims totalled £8m, with nearly 3,500 claims handled.
The most common claims were for musculoskeletal conditions (36%) and cancer (17%).
More than 12,600 calls were managed by Healix, with 83% answered within 20 seconds and a call abandonment rate of 3%.
Graham Singleton, CEO of National Friendly, said: “Transitioning our medical claims administration to Healix Health was a major step, and we’re delighted with how smoothly the transition has been.
“The collaboration ensures that our members can quickly access treatment, with the claims team efficiently arranging specialist appointments, utilising its commercial arrangements to expand the guided hospital options.
“This streamlined approach provides prompt, friendly support with an experienced team, especially given the current pressures on the NHS.”
Ian Sawyer, commercial director, Howden Life and Health, said: “When either resources or expertise is limited, outsourcing claims management allows insurers to streamline operations, reduce costs, and enhance customer satisfaction through the provision of efficient and accurate claims processing.
“We commend National Friendly for taking this approach which allows them to focus on their members’ policy needs while benefiting from expert claims insights, processes and technology.”
Ian Talbot, CEO at Healix Health, added: “Working alongside National Friendly has been an incredibly positive journey for our team this past year.
“Their dedication to customer service resonates with our belief that service excellence is paramount in private medical benefits.
“Collaborating with an insurer partner that aligns with our values is truly rewarding, and we are excited about the future as their service partner.”
