customer experience

Latest Headlines

Latest Headlines

Healthcare.gov CEO Kevin Counihan says he'll create 'raving fans,' but functionality still lacking

Enrollment for health insurance at Healthcare.gov will be "night and day from last year," the site's new CEO, Kevin Counihan, said in an interview with Bloomberg News. Open enrollment...

Insurers: Customer service, member retention is more than a marketing initiative

When it comes to purchasing and selling health plans, consumers and payers start the experience clock ticking at different times.  For consumers, the experience begins the minute their insurer picks up the phone. That's not always the case for payers--but it should be, consumer engagement experts say.   

Social video marketing can boost member engagement

Insurers looking to engage their members and boost their online experience, plus recruit consumers, should consider using social video marketing, according to MarketingProfs.

Humana CIO: 4 keys to deliver next-gen customer experience

Humana Chief Service & Information Officer Brian LeClaire explains four factors insurers need to deliver the next-gen customer experience.

Improve consumer experience with empathy

Health plan providers lagged behind property & casualty and life insurers in this year's Temkin Experience Ratings. P&C and life insurance ranked No. 7 out of 19 industries, with an average rating of "okay." Health plans, however, took the second-to-last spot with an overall "poor" rating, Insurance&Technology reported.

Coventry, other insurers deliver bad customer experiences

Coventry Health Care ranked third among companies delivering bad customer experiences, according to a new survey from customer experience research and consulting firm Temkin Group.  The survey of 10,000 U.S consumers also found health plans have much room for improvement when it comes to responding to a bad experience.

Exclusive: What it takes for payers to succeed in exchanges

Although health insurance exchanges will usher in millions of new customers for insurers, they also will provide significant challenges as insurers try to compete among each other for dominance in...

Enrich customer experience with robust data analysis

Using data to better enrich the customer experience must be a decision that's treated like a business discipline, Lindsay Resnick, chief marketing officer for KBM Group, said Thursday at the AHIP Institute in Salt Lake City.

How HCSC turned around bad publicity on Twitter

When Blue Cross Blue Shield saw its name next to the hashtags #mistake and #swindled on Twitter, the insurer acted fast to reach out the member who voiced his frustrations in what likely is the fastest, most public way possible--Twitter.

Insurers use IT triggers to communicate on member wellness

As health insurers increasingly are expanding their business to focus on member health and wellness, they are finding that one particular information technology (IT) tool, known as trigger-based