We, at Eden Care Healthcare (Rwanda) Ltd, recognize the critical role that our customers play towards the achievement of our vision, mission, and values.
For this reason, we view you as our partner and therefore made a conscious decision to drive customer-centricity as a core part of our agenda.
This Customer Service Charter aims to outline our commitment to you, and to inform you of the provisions we have made for the purpose of delivering a superior experience to you.
Our Promise
To our valued customers, we promise:
- Customer First: The satisfaction of our members and companies is our top priority. Everything we do is driven by our desire to create value and deliver an experience for you, beyond your expectations and by making the customer the centre of our purpose and existence
- Excellence:
- By driving efficiency in our service delivery.
- By using the most efficient means to deliver our products and services.
- Transparency:
- By disclosing full information on our products and services.
- By informing you when you must expect the service you need to be delivered.
- By informing you when there are unexpected delays in service delivery.
- Collaboration:
- By listening attentively to your enquiries, complaints, requests, and suggestions and acting on them.
- By sharing updates and feedback within a specified time.
- Confidentiality and Integrity: Uphold your information with high confidentiality as we handle personal information with integrity and honesty and we have set up frameworks to ensure that your private data is handled with utter confidentiality except where we are under the legal obligation to disclose and there is a dedicated data and information security team ensures the integrity and security of the various assets in our Business Intelligence domain.
- Provide a simple, fast and stress-free digital experience.
- Provide health Insurance solutions that make healthy, happy life accessible to all.
- Offer a wide panel of providers in Rwanda, EAC and India.
- Empower you to self service via Mobile application.
- Provide a personalized customer service through our relationship Managers.
- 24/7 dedicated support including weekends and public holidays.
Our Promise on Timelines
In our drive for customer centricity, we work to meet the following timelines in our service delivery:
- Insurance related wait time at the hospitals (pre-authorisation) within 5 minutes.
- Provision of quotations within 3 hours.
- Issue policy document/contract within 24 hours.
- Issue cards to new members & replacements within 2 days.
- Activate new member immediately.
- Settle reimbursement claims with 24 hours upon receipt of all documents.
- Settle provider claims within 30 days of receipt of all required documents.
- Amicably address any complaint between instant time to 3 days Maximum.
- Respond to preauthorization request within 5-15 minutes.
Your Rights and Obligations
As our customer, you have the right to:
- Review your product terms within the period specified in the contract
- Lodge a complaint
- Privacy and confidentiality in the handling of your personal information
- See information related to your accounts
As our customer, we expect you to:
- Treat Eden Care staff with courtesy.
- Respond to requests for information relevant to your product or the process being carried out.
Annual Review
We will review our Customer Service Charter each year in order to keep up with changes in the socio-economic and technological environment.
How to contact us?
We have setup the following contact channels so our customers can reach us with ease and convenience:
Email us on: info@edencaremedical.com
Call us on: +250 788124800 (24/7)
Website: www.edencaremedical.com
