From an insurance perspective, we believe that physicians form a definable community — with unique needs, traits and expectations — that remains strongly connected despite the differences in medical specialty, career stage, gender or geographic location of its members.
We believe that understanding this community allows us to focus our efforts on serving you and creating value for you in many ways, including product design, business partnerships, and communication.
“ Understanding this community allows us to focus our efforts on serving you and creating value for you
"Product" is what most people think of when they think of insurance. At OMA Insurance, we understand that the ability of our products to respond to your specific needs is the true validation of all the other promises we make to you.
When it comes to product, physicians truly are a community:
All of this matters when we sit down with our insurance partners and start designing or updating policies. Knowing you are all members of the OMA gives us huge influence — you represent a large, desirable, valuable group to insurance companies — when creating our administration and management systems. It means we can design policies that meet your needs rather than just accepting an "off-the-shelf" offering. However, despite your desirability as clients, there are a few caveats to keep in mind:
At OMA Insurance, we know great product is necessary, but we also know that product alone is not sufficient to create great value for our members. The concept of community — a group of people sharing common interests and characteristics — is at the core of what drives OMA Insurance to create value for our members.
A unique part of the OMA Insurance experience is that much of it depends upon the quality of our business partners. Selecting our partners is important to us since they are often the people you turn to for answers to questions, for handling claims, and for general information. For all our policies, it is our business partners who put their capital at risk to issue our policies and to pay out claims.
“ For all of our policies, it is our business partners who put their capital at risk
Great products with poor partners will result in unmet expectations, and promises that are not honoured. This is the opposite of what we strive to create, and so partner selection matters to us. In selecting OMA Insurance partners, we have four main starting points. We are looking for a person or organization that:
From OMA Insurance consultant John Sealey (who assists so many of our members in preparing the submission for a Disability Insurance claim), to major financial organizations like New York Life and Sun Life (to name only a few), we regularly meet with our business partners. We review the quality of their work, the complaints they or we receive about their work, and we explore new opportunities to improve. It is our business partners who brought us online insurance applications (coming later this year!) and who enable us to provide unique offerings like our Clinic program and OMA Encore65.
Technology and software vendors and consultants fall into our business partner category, and we work with them as well to ensure that the solutions and services we provide are as good as they can be.
Finally, we are very lucky to have an alliance with MD Financial and the other provincial medical association insurance operations: our regular interactions with all of them allow us to learn and provide a co-operative forum to help give physicians in each participating province the "best" insurance offering, while working to ensure quality, seamless service to members no matter what their needs.
With great products and industry-leading partners, we have an excellent foundation from which to deliver great value. But the final piece of the puzzle is communication. To create value, we must:
While our aim is to "Engage" and "Educate" all physicians regarding your insurance risks and options at each stage of your lives, we realize that as we go through the "Advise" and "Action" phases, some of you will decide to use other advisers, select actions that are best handled by other parties, or simply never get around to making a decision.
The only way we can effectively accomplish our Engage-Educate- Advise-Action value delivery journey is through communication. For us, this means communicating with you in an intelligent, helpful and altruistic manner. It means listening — attentively and actively — so that we can understand and focus on your needs. It means we need to know about you as a community of physicians, so that we understand the general lifestyle, asset and business needs you will face. It also means designing our messages so that we can try to break through the clutter of all the other messages that bombard you on a daily basis.
“ It means listening — attentively and actively — so that we can understand and focus on your needs.
This may sound simple, but it is incredibly difficult. We engage in development work for our team so that we can be the best at listening, understanding and explaining. We also survey our clients extensively, and invest a great deal of effort in trying to keep our surveys short, meaningful, actionable, and easy to complete (we use a software program called Qualtrics, and I am proud to say we have one of the few "gold certified" Qualtrics professionals in Canada working on our team). We attend meetings to learn about what is happening in your world. We even have a team of Engagement and Education specialists dedicated to the first two steps of our value journey process.
At OMA Insurance, we believe that our communities are an important part of what make us strong. I am sure you feel the same about the communities of which you are a member, whether it's a community of fellow physicians (e.g., through the OMA), the local community in which you work, or a community of individuals with shared interests or faith.
We also know, however, that regardless of the commonalities that draw us together into a community, we are all still individuals. We may share a great number of traits with our fellow community members, but we are not all exactly the same. That is why we continue to build our value around a core offering of trusted advice and service; it is why we cherish the long-term relationships we have had with our clients, and why we continue to expand the choices and options available to you as you embark upon the "Advise" and "Action" parts of our value journey.
It is important that as we expand our knowledge of your community, we never stop listening to your individual voice. As we innovate and experiment with new and better ways to serve you, we promise to keep this at the core of what we do for you: individualized advice and service within a community-focused group offering.