Análisis sobre el impacto del sistema de autorizaciones en la satisfacción de clientes de seguros de salud internacional caso: Humano Seguros 2019

Abstract

En este estudio, se analiza el impacto del sistema de autorizaciones de servicios en la satisfacción de los clientes de seguros de salud internacional. Con el objetivo general, se buscan identificar los factores que infieren en la satisfacción mediante la búsqueda de información que conteste las preguntas sobre la demora en los tiempos, el conocimiento como tal del sistema y la satisfacción general de los clientes. Se presenta un estudio utilizando el método de investigación cualitativo, utilizando los instrumentos de la observación, encuesta y entrevistas que nos garantizan la correcta obtención de los datos que definen los resultados de la investigación. Se trabajó con una muestras 38 clientes contactos mediante dos encuentras y 6 gerentes de la compañía entrevistados. Estos resultados indican claramente la insatisfacción de los clientes con los tiempos de respuesta y el desconocimiento de los canales electrónicos como vía de autorización, a diferencia de las respuestas de las entrevistas donde se identifica que para la compañía el sistema es altamente funcional, aunque con puntos de mejora. Lo que permite definir que la compañía desconoce la magnitud del problema en realidad.

In this investigation, the impact of the system of the authorization services on the satisfaction of international health insurance clients is analyzed. With the general objective, it is sought to identify the factors that they infer in the satisfaction by means of the search of information that answers the questions on the delay in the times, the knowledge as such of the system and the general satisfaction of the clients. A study is presented using the qualitative research method, using the instruments of observation, survey and interviews that guarantee us the correct obtaining of the data that define the results of the investigation. We worked with a sample of 38 clients contact through two surveys and 6 managers of the company were interviewed. These results clearly indicate the dissatisfaction of the clients with the response times and the ignorance of the electronic channels as a way of authorization, unlike the answers of the interviews where it is identified that for the company the system is highly functional, although with points of improvement. What allows to define that the company does not know the magnitude of the problem in reality.

In this investigation, the impact of the system of the authorization services on the satisfaction of international health insurance clients is analyzed. With the general objective, it is sought to identify the factors that they infer in the satisfaction by means of the search of information that answers the questions on the delay in the times, the knowledge as such of the system and the general satisfaction of the clients. A study is presented using the qualitative research method, using the instruments of observation, survey and interviews that guarantee us the correct obtaining of the data that define the results of the investigation. We worked with a sample of 38 clients contact through two surveys and 6 managers of the company were interviewed. These results clearly indicate the dissatisfaction of the clients with the response times and the ignorance of the electronic channels as a way of authorization, unlike the answers of the interviews where it is identified that for the company the system is highly functional, although with points of improvement. What allows to define that the company does not know the magnitude of the problem in reality.