Health Insurance

Report: Customers ready to pay more for customized health plans

{mosads}We expect more personalized customer service to emerge as a major source of healthcare differentiation, much like other industries today, Russ Nash, who leads Accentures U.S. payer business, said in a statement. The health insurance industry must use insight-driven health to better understand the expectations of its unique customer segments and how to [enhance] customer relationships to impact revenue growth.

Among the five characteristics customers rated most important:

• Knowledgeable representatives: Roughly 85 percent rated interaction with knowledgeable employees as highly important, yet fewer than 50 percent were satisfied with current experience;

• Convenient service hours: Nearly 80 percent prefer customer service being extended to weekend and evening hours, while fewer than half currently experience this convenience;

• Wait time: About 80 percent rate wait time as important, but more than 60 percent said they were kept waiting too long by current health plan providers; and

• Single contact: More than 80 percent said dealing with one contact to resolve issues was important, but 60 percent said they currently were transferred to multiple contacts to resolve issues.


Copyright 2023 Nexstar Media Inc. All rights reserved. This material may not be published, broadcast, rewritten, or redistributed.

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