EMPIRE LIFE
employees and for business owners . “ As any parent knows , illnesses often seem to occur in the middle of the night . With telemedicine , there are no long wait times in the emergency room , and the doctor can prescribe medication and transfer it to any pharmacy .” Lycos notes that even for non-urgent complaints like a rash or an eye infection , being able to talk to a doctor from the comfort of your home or from work — at any time — is fantastically convenient and a huge time saver .
A new customer marketplace in insurance But it ’ s not just about new technologies and requirements . The customer marketplace has changed considerably too over the past 24 months . Lycos says , “ Increased digitisation and improved customer experience are being focused on across all industries — from insurance and banking to retail , customers everywhere are looking for simple , fast and easy customer-focused digital experiences .
“ But even before the pandemic , we had added the Best Doctors ( now called Teladoc Medical Experts ) online suite of services that include the Expert Medical Opinion ,” Lycos says . “ One of the reasons we launched our telemedicine and Mental Health Navigator services was so that people could have fast and easy access to services that could help bolster their health .
Lycos says that the 24 / 7 telemedicine service has been particularly helpful for
Using data to improve customer experiences Part of Empire Life ’ s transformation has been the use of Big Data to determine which products and services can best serve their customers , and how protection benefits can be tailored to best suit each party ’ s needs .
Dara Brachman , Vice President of Group Distribution within the Group Solutions division at Empire Life , has been with the company for seven years . For the first five of those , she led the various teams as Vice President of Group Operations . She says , “ Our mission is to be Canada ' s most convenient insurance carrier . Our distribution partners and our strategic partners have told us that success is a function not only of our investment in various digital capabilities but also of our flexibility and the way that we engage in a customised manner .