Stellar Newsletter #7- 20Dec
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Collection Team Success Stories<br />
Story<br />
1<br />
Several years ago, a<br />
colleague visited a client<br />
to collect an old bad debt<br />
of 2011. The member who<br />
was effectively a Bupa<br />
member in 2009 and 2010<br />
claimed not signing any contract in 2011.<br />
He refused to pay and blocked all Bupa’s<br />
contact numbers and emails and was<br />
really upset from Bupa because of this<br />
fake contract that he did not sign. When<br />
the case reached us; we investigated and<br />
found out that effectively no contract was<br />
signed by the member in 2011 and there<br />
was no right to claim any amount from<br />
him. Therefore, we requested to clear<br />
the outstanding amount, and then we<br />
contacted the member and tried to recover<br />
him, gain his trust again and encourage<br />
him to re-sign with Bupa. The member felt<br />
that Bupa valued and respected him; and<br />
we gained the member back.<br />
Story<br />
2<br />
A Company wanted to<br />
break the contractwith<br />
Bupa after having messed<br />
up accounts from 2007 till<br />
2014 because of improper<br />
accounts management from<br />
Bupa’s side. In order to maintain this loyal<br />
contract, a team member volunteered<br />
to reconcile and organize the accounts<br />
one by one since 2007, where she had to<br />
review their SOA (Statement of Account)<br />
and reconcile Bupa’s record to theirs. By<br />
building a good relation with their finance<br />
manager, she was offered to access their<br />
portal to review the status of invoices<br />
and paid amounts which facilitated and<br />
speeded up the reconciliation process. In<br />
that way she, used her good relationship<br />
to serve both BUPA and the Company; and<br />
gained the company back.<br />
Story<br />
3<br />
A Company which was one of the big loyal clients of Bupa for 10 years<br />
had an employee, who had been diagnosed with Cancer, and went to<br />
Germany to receive his treatment. Due to his critical situation, the patient<br />
failed to have his reimbursement documents complete, and the Group<br />
Secretary couldn’t contact him in order to pick up the documents. Bupa<br />
rejected this patient’s claim because of incomplete documents. As a result,<br />
the company got disappointed from Bupa’s rejection to this claim and broke its contract<br />
with Bupa for a year. When the case reached us; we escalated it to Commercial Finance<br />
where we got their approval to cover the backdated case and reimburse the member. The<br />
company was very happy because of this outstanding service and the collection team<br />
succeeded again to regain the company’s trust.<br />
STELLAR | 18
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