February 12, 2007

Will Plans Abandon $1.4B In Annual CDHP Profits?

Health Plans' Service Issues Will Cause Market Deceleration If Ignored

by Carlton A. Doty

with Carrie Johnson, Bradford J. Holmes, Elizabeth Boehm, Brian Tesch

Executive Summary (This is a document excerpt)

Recent evidence shows that consumer-driven health plans (CDHPs) are beginning to gain market share faster than Forrester predicted in 2003. However, enrollees in these plans will demand improved customer service and online capabilities that help them manage the complexities of high-deductible health plans coupled with savings options. Plans could be their own worst enemies, as service shortcomings will contribute to consumer resistance, which employers hear loud and clear. Health plan product strategy professionals and channel managers should focus their efforts on demonstrating real results for employers and an absolute commitment to superior customer service for their members.

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