Service

As healthcare consumers become more sophisticated and gain greater control over coverage dollars, they will demand levels of service from their health insurer on a par with experienced B2C companies in financial services or online shopping…or their brand loyalty will be compromised.

Health plans that create B2C retail capabilities and adapt to consumer-driven service demands will prosper; those that do not will likely fail.

Member service is viewed as a critical component of member acquisition and member retention – driving broader opportunities and sustained value for both disciplines.