To more effectively communicate with the various age groups they serve, health insurance providers need to reexamine their approaches to billing and claim information, according to research from Pitney Bowes Inc.
Results showed that 46 percent of respondents want to receive billing and claim information by mail, however, more than one-third (38 percent) want to receive it both in the mail and digitally via secure online sites, and by extension, insurers should employ a multi-channel approach to meet customer expectations. Interestingly, respondents in the older age brackets are just as interested in multi-channel communications as Americans who are under 35 years old.
“In today’s healthcare environment, changes in technology and consumer preferences are increasing the complexity of customer communications,” said Christoph Stehmann, president, Pitney Bowes Document Messaging Technologies. “To be successful, health insurance providers need to understand their customer base, make sure messages are clear in statements and bills, and use multi-channel communications to meet the preferences of all age groups.”
Highlights from the survey:
When asked what additional information they would find most helpful from their provider, 64 percent chose coupons and discounts, which was highest with the 18-to-24-year olds (72 percent) and lowest with 65 year-olds and over (58 percent); 41 percent said they would find information on improving the health of their family most helpful, which was highest among the three youngest age groups.
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