How Can I Build an Effective Customer Engagement Model for a Health Insurance TPA?

I need help to create a customer engagement model in a health insurance TPA. If you can share any presentations or ideas, it would be highly appreciated.

Dear Tony, the Customer Engagement Model needs to be derived from your business model and operations. Therefore, no suggestions can be given unless we have knowledge of both. One suggestion would be to improve the process turnaround time of customer-related processes. Another suggestion is to enhance communication with customers by being proactive. However, being proactive does not mean simply bombarding the customer until they pay their annual premium for their policy.

Thanks,
Dinesh Divekar