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Health Insurance 2.0 -- Social Media Resurrects Old-School Values

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  Published in Business and Finance on Wednesday, December 16th 2009 at 21:40 GMT by Market Wire
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INDIANAPOLIS, IN--(Marketwire - December 17, 2009) - There was a time when customers had to make personal visits to receive assistance. To make these tasks more convenient and cost-effective, companies developed automated systems to support customers 24/7. However, as popular radio host Clark Howard frequently comments, the result has been "[ customer no service ]."

Representative: Thank you for calling, please enter your account number.

Customer: (Enters account number)

---Cut to music for 10 minutes---

Representative: Hi, this is Jill. Could I have your account number?

And so on...

With this development, companies are forgetting that customers are the critical element to business success.

[ HCC Medical Insurance Services, LLC ] (HCCMIS) was recently featured in the article, "[ Old-line Companies Turn to Social Media for Marketing ]," as a leading company in the insurance industry that develops strong business and customer relationships through social media.

Muhammad Yasin, [ HCCMIS Client Relations ] Manager, explains, "Our goal is to enhance the insurance experience with a deeply personal and timely communication style people have become accustomed to through social media."

For companies focusing on Health Insurance 2.0, this means proactively monitoring consumer sentiments and responding in a way that makes customers feel secure. Yasin states, "With the advent of internet and mobile technology, the world is shrinking rapidly. Resurrecting community-style relationships as people travel through their life adventure is something we are passionate about."

Recently, HCCMIS found a dissatisfied customer by monitoring the internet. They discovered that a medical center billed the customer twice. HCCMIS contacted the facility, arranged for customer reimbursement, and followed up with the customer via Twitter.

This is only one example of many where HCCMIS is striving to provide world-class customer service via Social Media.

About HCCMIS

HCC Medical Insurance Services is a wholly owned subsidiary of HCC Insurance Holdings, Inc. (NYSE: [ HCC ]), a leading international [ specialty insurance ] group with offices across the United States and in the United Kingdom, Spain and Ireland. HCC has assets of $9.0 billion, shareholders' equity of $3.0 billion and is rated AA (Very Strong) by Standard & Poor's and AA (Very Strong) by Fitch Ratings. In addition, HCC's major domestic insurance companies are rated A+ (Superior) by A.M. Best Company.