A customer experience (CX) report on health insurers from Verint ranked the top 10:
Under these top level rankings the company teased out a few insights on different elements of the CX from health insurance companies.
Virtual care / telehealth is finally entering the consciousness of patients:
- 30% have visited an online doctor previously
- 60% would do so if the need arose in the next six months
When it comes to using an app dealing with their health, members say show me the money but don’t collect my data. That seems unlikely:
The bias towards using mobile devices for health insurance information is smaller than property and casualty insurance, but still there:
- 48% mobile
- 42% desktop
Presumably the remain 10% don’t use digital when communicating with their insurance company.
This little report is a nice comparison of health vs. property & casualty insurance but the health segment is of particular interest to Wire readers (unless you’re in the market for home or car insurance -Ed.).