Survey: Nearly 80% expect health insurer services to be easier
The survey was conducted to understand how US health insurers perform in customer service.
The survey found that very few (7 percent) would consider purchasing additional services. Nearly 50 percent of health customers are willing to pay more for quality customer service.
The survey also found that 42 percent of customers had high satisfaction levels while only 7 percent were dissatisfied. Health insurers were not successful in converting customer satisfaction into revenue opportunities.
These findings are timely due to increasing demand for consumer-directed healthcare and the additional 40 million new health insurance customers expected due to health reform.
Only 10 percent of customers agreed that health insurers tailor my experience to match my needs/preferences, while more than twice that amount (22 percent) strongly disagreed.
Russ Nash, who leads Accentureâ€™s US payer business, said: â€œWe expect more personalized customer service to emerge as a major source of healthcare differentiation, much like other industries today. The health insurance industry must use insight driven health to better understand the expectations of its unique customer segments and how to enhanced customer relationships to impact revenue growth.â€
In the survey, customers rated knowledgeable representatives, convenient service hours, wait time and single contact as most important characteristics.
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