Member Experience Oversight for Insurers

See what members experience across your provider network — independently.

Post-visit WhatsApp and SMS surveys, collected on your behalf — a standardised, comparable experience score for every provider, in real time.

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TRUSTED ACROSS EUROPE’S HEALTHCARE NETWORKS

You fund the care. You can't see it.

Three blind spots every insurer carries across its provider network.

Provider self-reporting is biased

The only quality data you get is what providers choose to send you. It's self-scored, inconsistent between sites, and impossible to verify independently.

Claims data lags — and carries no experience signal

Claims tell you what was billed, weeks later. They say nothing about whether the member was actually looked after in the room.

You hear about bad providers too late

A member complains about a provider you had no prior signal on. By then the experience is over — and they may already be leaving.

From self-reported to independently verified

Collected on your behalf, comparable across every provider.

Collected on your behalf

Stop trusting quality data the provider scored themselves

Today the only signal you get on a provider is the one they choose to send you. Members are surveyed directly after each visit — white-labelled as your brand, over WhatsApp and SMS. The experience data comes to you, not through the provider.

Surveys sent to members directly, branded as the insurer

Every response collected on your behalf — never filtered by the provider

Independent experience data providers can't inflate or hide

Per-provider dashboards

See every provider on the same scale

You can compare providers on cost. On experience, you have nothing to compare. One standardised experience score sits on every provider and location, updated in real time — so the network becomes something you can actually rank, benchmark, and act on.

Per-provider dashboards updated in real time across the network

Standardised questions make every provider directly comparable

Weak providers surfaced ahead of renewal, not after complaints

Real-time alerts

Catch a failing provider before the member churns, not after

Most insurers learn about a bad provider through a formal complaint or a lost member. Low scores and negative sentiment are flagged within 24 hours — per provider — and routed to your network team, so you intervene while it still matters.

Low scores and negative sentiment flagged within 24 hours

Alerts routed to your provider-management team automatically

Evidence ready for contracting reviews and network decisions

500+

Contracted providers under one standard (Croatia Osiguranje)

24 hrs

To flag a failing provider — not weeks

2.8m+

Members surveyed on the platform

What our customers say

Results from insurers and healthcare networks across Europe.

“We've drastically reduced manual calls and long wait times. The feedback we collect now clearly shows us what to improve.”

Verica Čamber

Director of Operational Affairs — Croatia Osiguranje

“Partnering with InsiderCX has led to significant improvements in our patient experience and operational efficiency.”

Hrvoje Čorić

Head of Operations — Affidea

“The amount of patient feedback we are now receiving through InsiderCX is 10× what we were seeing using the old process.”

Mark Norfolk

CEO — The Dermatology Partnership

Frequently asked questions

If you have a question that is not answered in the FAQ, please don’t hesitate to contact us.

How do you collect feedback without the provider filtering it?+

Surveys go from you to the member directly — sent after each visit over WhatsApp and SMS, white-labelled as your brand. The provider is never in the loop, so the experience data can't be selected, softened, or withheld before it reaches you.

Can you cover our whole contracted network, not just a few sites?+

Yes. The same standardised question set is deployed across every contracted provider and location, so scores are directly comparable network-wide. Croatia Osiguranje runs InsiderCX across 500+ contracted providers today.

How is this different from the claims data we already have?+

Claims tell you what was billed, weeks after the visit. They carry no signal about how the member was actually treated. InsiderCX captures the experience itself — in real time, attributed to the specific provider — so you see quality, not just cost.

Won't providers resist being monitored by the insurer?+

It isn't monitoring — it's a shared standard. Providers get the same real-time feedback and issue alerts you do, which helps them fix problems and improve their own scores. Many healthcare groups already use InsiderCX for exactly this reason; extending it across your network gives both sides one honest, comparable picture.

Is this GDPR compliant, and how is member consent handled?+

Yes. We sign a data processing and protection agreement covering how member data is transferred, processed, and erased, with EU data residency. Surveys are sent on a consented basis and we never access clinical systems or medical records — only the feedback the member chooses to give.

What does it take to get running?+

A dedicated specialist handles the setup — survey design, provider onboarding, and integration. It typically takes 10–12 days to go live, with no engineering lift required from your team.

Can we start with part of the network first?+

Yes. Most insurers begin with a proof-of-concept across a sample of providers, see the experience data come in, and expand across the full network once the signal proves its value. If it isn't useful, there's no obligation to continue.

Can I talk to a real person?+

Yes. You get a dedicated account manager reachable by email and phone — real people, not bots — and we respond to every question within 8 hours.

See it on your own network

Start with a proof-of-concept across a sample of your providers. See the experience data come in — per provider, in real time — before you commit to anything.

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