Forrester

Why Read This Report

US online consumers are confused about health reform — and it's no wonder given the volatile political rhetoric surrounding one of the Obama administration's most controversial acts. Overall, consumers expect reform to increase the cost and reduce the quality of healthcare. To help reshape customer expectations and help customers navigate the changes, health insurance customer experience professionals will need to focus on reform and its ramifications. Forrester believes that certain provisions — such as exchanges, guaranteed issue, and medical-loss ratio caps — merit more attention than others. And because the final shape of reform is likely to shift as the legislation rolls out, customer experience pros should keep their eyes firmly on the experience elements that underpin the need for reform — cost and quality transparency and consumer-centered product development.