These are challenging times for health insurance providers. a tough economy demanding customers and healthcare reform all contribute to an environment where money is tight and competition is on the rise. customers will have more choices than ever as employers review their position on healthcare insurers change their strategies and health insurance exchanges come into play. to gain and retain customers increase overall wellness and adherence to chronic care and reduce operational costs health insurance providers need to change customer behaviors nurture loyalty and build trust while communicating with members in more cost-efficient ways. keeping consumers informed about their options will be more important than ever and health insurance providers will need to do so in ways that comply with individual member preferences and needs.

this white paper offers important insight gathered through a recent survey of approximately 1000 u.s. consumers into ways that health insurance providers can address these challenges. conducted by orc international the survey explores consumers’ channel preferences for health insurance communications and reports on consumers’ impressions regarding current interactions with health insurance providers. it also highlights areas for improvement and offers reflections on customer communications solutions that can help health insurance providers to both address their business challenges and improve customer relations.


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