About PruHealth Insurance and what makes us so special
Our Philosophy is simple
If you lead a healthy way of life and take good care of yourself, you could benefit. That’s why we offer a fairer kind of health insurance that not only provides quality levels of cover, but also rewards you for leading a healthy lifestyle (and we’re the only health insurance provider in the UK who does this). After all, if you look after yourself, why should you pay for those who don’t?
Our Vitality programme is what makes PruHealth so unique
The Vitality programme is what makes our health insurance different. PruHealth encourages you to lead a healthier life. By doing certain everyday things like walking, going to the gym, eating healthily or not smoking you could build up Vitality points and get rewards.
Our growing business
It makes a lot of sense to us, and to many others too. In fact, PruHealth has seen dramatic growth since its launch in 2004, and over the coming years, through innovation and continuing to meet customers’ needs we plan to grow, develop further and continue being a quality leading health insurance provider.
In the interest of transparency, the Financial Services Authority (FSA) requires all firms receiving 500 or more reportable complaints over a six-month period, to publish their complaints figure.
We’re learning from the feedback to provide you with even greater benefits
PruHealth is open and transparent in all our communication. We’re driven by a desire to understand our member’s needs and their concerns. This is why we treat all complaints very seriously, analysing each and every one to help us understand what we need to do differently to improve the overall member experience.
About the FSA complaints
The table below shows a breakdown of the number of reportable complaints we have received in the last six months. These include both Health and Vitality related complaints. Vitality is PruHealth’s wellness programme which is unique in the UK private medical insurance market.
It shows that we managed to close 96.2% of these complaints in eight weeks – a clear demonstration of our commitment and determination to address any issue as soon as possible.
We have disclosed additional information to demonstrate the reportable complaints rate relative to the number of member interactions.
| Information for the period 1 January 2010 to 30 June 2010 |
| Number of complaints opened in the period * | 1,915 |
| Number of complaints closed in the period * | 1,989** |
| The percentage of closed complaints upheld (i.e found in favour of member) * | 48% |
| The percentage of complaints which were closed within eight weeks * | 96.20% |
| The percentage of complaints which were closed within four weeks | 83.91% |
| Calls received by the PruHealth call centre | 281,477 |
| Invoices processed | 133,262 |
| Total interactions (Sum of above two columns) | 414,739 |
| Reportable complaints as a percentage of total interactions | 0.46% |
* Legislative reporting requirement.
**The number of closed complaints exceeds the number of open complaints because the number of open complaints includes complaints carried over from the previous reporting period.
