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Prof. Shlomo Mor-Yosef, Former Director General of the Israeli National Insurance Institute

This Is How We Changed The Experience Of 120,000 Citizens Applying For Welfare Benefits

12,335
Members
1,507
Answers
9
Insights
77%
Impact

First, the National Insurance Institute defined its consulting question:

About 120,000 insured Israelis are referred to medical committees each year for decisions on their benefits. How can we create a better experience for them, even when their claim is rejected?

A number of stakeholder groups were invited to participate

Beneficiaries

Lawyers

Nonprofits

Doctors

Administrators

Family Members

Thousands of answers were collected online and offline

Facebook Posts
Round Tables
Personalized Emails
Personalized Texts
Newspaper Ads
Phone Calls

Dramatic decisions were made following the insights

"There is a feeling that the committee does not know the case... Each meeting should start with the committee presenting the story and the documents, instead of the insured..."

"Be active in finding the benefits to which the insured might be entitled and prepare him/her for the committee itself... Appoint a case manager to be responsible and accountable for the entire claim..."

"The beneficiaries do not understand the process and its phases... We need an online interface that will enable monitoring of the claim from beginning to end, with push updates..."

Based on the decisions, everyone was updated on their impact

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פרופ' שלמה מור יוסף, מנכ"ל המוסד לביטוח לאומי לשעבר

This Is How We Changed The Experience Of 120,000 Citizens Applying For Welfare Benefits

סמל מדינת ישראל
1,507
תשובות
12,335
חברים
77%
השפעה
9
תובנות

First, the National Insurance Institute defined its consulting question:

About 120,000 insured Israelis are referred to medical committees each year for decisions on their benefits. How can we create a better experience for them, even when their claim is rejected?

A number of stakeholder groups were invited to participate

מבוטחים

גופים עסקיים

ארגונים חברתיים

רופאי הוועדות

מזכירי הוועדות

בני משפחה

התשובות נאספו בערוצים פיזיים ודיגיטליים

The NII conducted outreach through newspaper ads, personal letters, text messages and offline roundtable. All the advice was gathered in one website.

עמוד הפייסבוק
שולחנות עגולים
דואר אלקטרוני
מסרונים אישיים
מודעות בעיתון
שיחות טלפון

Dramatic decisions were made following the insights

"There is a feeling that the committee does not know the case... Each meeting should start with the committee presenting the story and the documents, instead of the insured..."

"Be active in finding the benefits to which the insured might be entitled and prepare him/her for the committee itself... Appoint a case manager to be responsible and accountable for the entire claim..."

"The beneficiaries do not understand the process and its phases... We need an online interface that will enable monitoring of the claim from beginning to end, with push updates..."

Based on the decisions, everyone was updated on their impact

להדגמה בארגון שלך:

תודה. נחזור אליך בקרוב.
משהו השתבש. ניתן לנסות שוב או לכתוב לנו ב-info@insights.us.

This Is How We Changed The Experience Of 120,000 Citizens Applying For Welfare Benefits

12,335
User
1,507
Antworten
9
Erkenntnisse
77%
Stellungnahmen

First, the National Insurance Institute defined its consulting question:

About 120,000 insured Israelis are referred to medical committees each year for decisions on their benefits. How can we create a better experience for them, even when their claim is rejected?

A number of stakeholder groups were invited to participate

Thousands of answers were collected online and offline

Posts on Facebook
Runde Tische
E-Mails
SMS
PR Kampagnen
Phone Calls

Dramatic decisions were made following the insights

"There is a feeling that the committee does not know the case... Each meeting should start with the committee presenting the story and the documents, instead of the insured..."

"Be active in finding the benefits to which the insured might be entitled and prepare him/her for the committee itself... Appoint a case manager to be responsible and accountable for the entire claim..."

"The beneficiaries do not understand the process and its phases... We need an online interface that will enable monitoring of the claim from beginning to end, with push updates..."

Based on the decisions, everyone was updated on their impact

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