My friend tells me that he's a "nobody." Like the more than 159 million members on employer-sponsored rolls at U.S. health insurance carriers, he shares many of the same human infirmities. And like those more than 159 million other policyholders, he believes that health is a priority, so he takes a daily dose of maintenance medication.

That daily regimen served another useful purpose last month by illuminating some serious flaws in our industry's ability to provide adequate customer service. My friend expects and receives state-of-the-art online customer service from the insurer. Yet, oddly, the carrier requires, as part of an employer-mandated mail-order system for maintenance drugs, a paper-based application, which includes the physician's script.

Register or login for access to this item and much more

All Digital Insurance content is archived after seven days.

Community members receive:
  • All recent and archived articles
  • Conference offers and updates
  • A full menu of enewsletter options
  • Web seminars, white papers, ebooks

Don't have an account? Register for Free Unlimited Access