Call Center


Customer satisfaction is the dynamic core of all MedShield operations being applicable through latest technology to deliver best Client Relationship Management approach integrated with one of the best Call Center technologies to deliver a satisfying experience to beneficiaries. We take pride in delivering and committing to the best achieved Service Level Agreements (SLAs) nationally, and that’s through a series of cogs in one big dynamic wheel

  • A dedicated call center, fully equipped to handle all customer inquiries concerned with benefits and coverages of each medical policy.
  • 90/10 SLA: we answer 90% of inbound calls within 10 seconds.
  • Our Customer Care Centre operates 24/7 round the year for the benefit of members and nonmembers. Clients have instant access to all information required for medical services facilitation.
  • Competency to answering more than 2000 call per day maintaining high end SLA.
  • Administrative support for different medical arrangements.
  • Full CRM solution to track all queries, complaints and requests.
  • Subject to the availability of sufficient and necessary medical details required and in case of simple symptoms and minor cases, existing available Medical Team round the clock can offer a cashless & hassle-free treatment.