Following the launch of Tonic Cash with Telenor Health, the MicroEnsure team in Bangladesh is now looking into the details of activities in individual locations, to make sure the operations run smoothly in both rural and urban areas of Bangladesh.
The field team, led by Senior Executive of Business Operations, Tayobur Rahman, consists of 30 members, including nine Engagement Officers and 21 Field Inspectors. These agents are locals of the regions they are assigned to.
Last month all our agents fervently set off on activities focused on field work to ensure the staff at the Grameenphone outlets had proper understanding of the procedure and software to best serve the customers.
The agents also targeted to establish a good relationship with the personnel at the Grameenphone outlets during their visits. This will facilitate the operations of Tonic Cash when the customers go to the outlets to submit their Hospital Discharge Certificates.
During their visits, the agents provided a thorough walk-through on the Customer Engagement Portal designed for the service and a hands on demonstration of the process to the customer service providers at the Grameenphone outlets.
The Team disbursed their first Tonic Cash claim on Sunday 17 July 2016 to a customer in the Rajshahi Division of Bangladesh. The involvement of the MicroEnsure field agents simplified the process for the customers and the local people found ease and confidence in interacting with an agent who is also a local.
At the end of June 2016 Mr Shahinoor was suffering from severe diarrhoea up to nine times a day with nausea, abdominal bloating, stomach cramps, extreme tiredness and feeling generally run down.
He was at his own home when he got ill and was immediately transferred at the Joypurhat Sadar Hospital where he was admitted for five to six days.
This illness not only affected him physically but also morally; he had to take this period off work and his daily earning was on hold. This stressful experience made him anxious, hurt, depressed, scared, grief about what the future holds.
In the face of tragedy he was informed by the hospital staff about Tonic and he recalled his memory of being a tonic member. After six long frustrating nights he got discharged from the hospital and claimed for Tonic Cash by dialling *789#.
He got all the information he wanted from the agent and he raised the claim himself by visiting his nearest Grameenphone outlet. He submitted his discharge certificate and received a call from the agent to confirm his mobile account.
Three days later he received his claim amount in his Dutch Bangla Bank Limited (DBBL) Account.
He stated “I am very happy with Tonic. They know how to take care of their customers. The claim procedure was not only smooth but satisfying. I will definitely recommend Tonic to my family and relatives.”
The claim amount helped him to overcome his loss of daily earnings. He was grateful to MicroEnsure, Pragati, Grameenphone for such supportive health insurance.