Member advice that takes benefits law and social data protection seriously.
For more than ten years, the aLIVE group has worked for health insurance funds, associations of statutory health insurance physicians (KVs) and other healthcare organisations, and it has provided telephone member advice since 2018. We take on your hotline, correspondence, case processing and doctor appointments for your members.
How we take work off your hands in this industry.
Statutory health insurance is where our way of working began.
Our processes, training and quality metrics were developed in project work for health insurance funds. Qualified social insurance specialists handle cases end to end, and specialist coaches qualified by the BKK Akademie support the teams. We apply this standard to every new assignment – in other industries too.
Arrange a call→Social data stays protected and every case stays traceable.
Processing social data on behalf of a controller is governed by § 80 SGB X (German Social Code, Book X) in addition to Art. 28 GDPR. We reflect your requirements in the contract, the technology and the call flow.
Data processing under Art. 28 GDPR with TOMs in the DPA.
Consent before any data is accessed.
Project data on servers in Germany.
Every contact documented in your system.
Questions from statutory health insurance funds.
Question not listed? We reply within one working day.
We answer questions on membership, contributions, benefits and applications and record cases – by phone, email and in writing. With qualified social insurance specialists we also handle case processing end to end, and our doctor appointment service arranges appointments for your members. We agree the scope together during detailed planning.
Yes, we work in the client's systems or with our own technology. Every contact is documented where your department needs it. We only set up access after technical and data protection approval.
All customer service advisers speak German at level C1 or above, and those in the project team for health insurance funds have at least two years of experience. Specialist coaches qualified by the BKK Akademie train and support the teams. Only those who have passed a knowledge test and supervised test calls work productively.
We process data as a processor under Art. 28 GDPR, with the technical and organisational measures set out in the DPA. Staff are bound to data confidentiality, and project data is stored on servers in Germany. We include additional requirements under § 80 SGB X in the agreement and support your notification to the supervisory authority with the necessary documents.
From contract to live operation, we plan four to six weeks for overflow and ten to fourteen weeks for full operation. You receive the plan for kick-off and detailed planning within five working days of the award. After the pilot and the start of regular operation, we manage the project daily for at least four weeks during hypercare.
Yes. As a rule, aLIVE-Service GmbH, the group's parent company, submits the bid; a bid from aLIVE Support S.R.L. or a joint bid is also possible. We provide certificates, data protection documents and the project start concept for the evaluation.
