Eight strategies for health insurers to repair and reinforce CX

In 2024, confidence in health insurers hit three years low, with only 56% of consumers reporting that they trust their health insurer doing what is in their interest. The industry Customer Experience Index (CX Index ™) He also hit a five -year low, underlining significant shortcomings. The most basic reasons for an insurer, such as “Transactions Officers”, landed among the top CX drivers. Performance in this guide and others decreases by 2022. To get out of this hole, here are eight things that health insurers have to do:

1. Start the listening tour now. Don’t just imagine what customers can go through. Immerse yourself in the world and the customer’s experiences by conducting the right research. First analyze your existing data. Show that you hear by recognizing these issues and displaying empathy to rebuild trust.
2. Contact your plan. Be transparent about what you learn and what you are going to change. Transparency is a key driver of trust. If this is a change that the customer is facing, tell them how You plan to do so and set expectations for how long it will take it to deliver. Follow the same approach if the change aims more at the experience of providers, employers, brokers or other basic ecosystem partners.
3. Stop paying the lips and start taking action. People know empty promises when they hear them. Focus on the increasing improvements you can deliver quickly. Prove that you will continue to hear and collect comments to stay on the right track. Ensure adequate investment for improvements in experience – yes, health insurance leaders, Roi is there. Proper improvements can provide value to members, providers and insurers.
4. Cocreate with your customers. Participate and work with your customers at every phase of creating experience – not only to try the solutions you have already created, but also to identify the needs and problems and solutions. What is their own jOB should be done? Do you help them with what they need or chase what you think they want? Gively emphasize cooperation with groups that often remain behind, such as customers with disabilities. Customer obsession means putting the customer at the center of your leadership, strategy and business. To align with the needs of customers and create experiences that work for them, and then follow the business results.
5. Get the basics right to rebuild confidence. The rebuilding of trust, especially for health insurers, depends on ability, reliability and accountability. Understand your customers, clarify the complex processes and prioritize your value for your own. The value of value is based on an exchange – what do customers get in relation to what they abandon – and affected by their network of value. For example, unexpected accounts, such as a $ 25 Copay, can adversely affect their experience with you due to misunderstandings on cost exchange.
6. Review broken procedures. Today, 77% of health care professionals report that health insurers create additional obstacles to patients receiving the care they need, with only 20% agreeing that policies and procedures determined by health insurers are well in line with the needs of their patients. Explore the golden carrot and resignation from previous authorization for specific procedures.
7. Focus on improving CX – not scores. Yes, you will see the impact on scores such as Net Net Score ℠ (NPS) and customer satisfaction. Customers strongly express their frustration and anger. These feelings are not new. Comments are a gift (even when someone shouts at you). Pull it open and use it to move the needle to CX.
8. Prepare for the next crisis. Health insurers who do not have risks to the long -term reputation and financial damage to their company’s reputation and financial damage. Develop a response plan now, including the way you will contact customers and the public on all relevant channels.

Join us to the CX Summit North America from June 23-26 in Nashville to sink these issues. Keep your point to join the conversation.

This post was written by Mr. Analyst Arielle Trzcinski and first appeared here.