Medibank – Making Things Better
Transforming healthcare communication to make insurance simpler.
The engagement
The work
Medibank required support to simplify and humanise its communications with customers. Policies and claims had become complex, frustrating members and reducing satisfaction. Friendly Persuasion redesigned Medibank’s written and digital communications to be easier to understand, while creating new tools for staff to resolve customer issues more effectively.
The difference
Results
-
New suite of simplified materials for customers.
-
Training delivered to customer-facing teams.
-
Enhanced customer trust through clearer health insurance information.
Explore case studies by…
Choose a topic to view matching case studies in our library.