Uncoordinated Innovation

About a year ago, I discovered that my health insurance company had an app – a useful one. When you get an invoice from a doctor, you take a picture of it with your phone and then send the bill on it’s merry way. A few hours after you dispatch the invoice, the app notifies you that the documents have, in fact, been received. A few days later, the app notifies you that everything has been processed and you will receive a detailed settlement statement via snail mail.

So, last week, when I received the invoice for all of that dental work, I immediately scanned both pages of the invoice with the phone and sent it on it’s way. I was informed about the receipt and processing with the usual app notifications and looking forward to receiving the settlement info, as my dentist would like for me to pay him.

They sent me a settlement statement of two pages, the first of which said 0 €, and the second of which had a footnote stating that they cannot process the settlement unless I include the attachment to the invoice which details the laboratory materials and labor breakdown.

O.k., maybe I’m just fussy – but maybe a notification through the app or a good old phone call to tell me that might have saved two pages of paper and a postage stamp? On the one hand, the company is being pretty savy with it’s app – on the other hand, not contacting me via the most economical way with, say a short call – is to me a FAIL.

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