In a bold move to redefine customer experience in Nigerian healthcare, Avon HMO has launched a 9-Minute Service Promise, guaranteeing that all hospital approval requests will be responded to within nine minutes.
The service upgrade is part of a broader push to improve responsiveness and empower enrolees through technology, with significant new features now available on the AvonFlex Mobile App.
“Responsiveness is no longer a ‘nice-to-have’ in healthcare; it’s a non-negotiable,” said Osa Imasogie, Chief Executive Officer of Avon HMO. “When you’re at the hospital, time matters. Our 9-minute response promise is a declaration of intent: we’re putting speed, clarity, and control back where it belongs: with our members.”
According to Imasogie, the app upgrades were carried out to help Avon enrollees enjoy improved speed, convenience, and control over their healthcare experience. With the enhanced app, members can now track the status of their hospital approval (pre-authorisation) requests in real time, request refunds directly, get gym approvals, book sessions seamlessly, and schedule their annual wellness checks, all from their phones. In addition, they can buy affordable health plans and complete their HMO registration without the hassle of paperwork.
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This app-first approach is part of the company’s continued investment in digital solutions designed to meet the evolving needs of today’s health-conscious consumer. “It is a full-circle upgrade, from speed at the back-end to control at the front-end,” said Opeoluwa Adeola, Avon HMO’s Head of Customer Experience. “Whether you’re waiting for a hospital approval or looking to schedule a wellness check, we’ve made sure the process is transparent, efficient, and mobile-friendly.”
Long wait times, unclear approval statuses, and paperwork-heavy processes have been major pain points for HMO enrollees in Nigeria. Avon HMO’s new service commitments aim to change this narrative by making healthcare access feel as responsive and modern as other daily experiences, like banking or transport.
With over a decade in the industry, Avon HMO continues to position itself as one of Nigeria’s most forward-thinking health management organisations, combining empathy with innovation.
