Innovation In Health Insurance Customer Experience
How Leading Health Insurers Drive Change Inside And Outside Of Their Walls
April 5, 2011
Why Read This Report
The health insurance industry faces discontent from both its consumer and provider customers. With new regulations and an elevated national discourse on health reform, the time for change is now. But innovation isn't easy, especially when it disrupts existing market dynamics. Leading insurers such as Aetna, Humana, and UnitedHealth Group are adopting different innovation strategies — with markedly different results. To drive change, customer experience innovators both within and outside of the health insurance industries must escalate customer experience culture initiatives, seek partners or spin out groups to support disruptive innovation, and build solid relationships with nontraditional customer experience influencers. Forrester believes that the health insurance market will innovate over the next five years, but not without struggle.
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Tools And Templates
Best Practice Assessments
- Consumers Rate Their Experiences With Health Insurers Below Other Industries
Table of Contents
- Health Insurers: Your Disruption Is Here
- How Leading Health Insurers Are Facing The Innovation Imperative
- Customer Experience Professionals Must Face Innovation Pragmatically
WHAT IT MEANS
- Disruptive Innovation Will Challenge Health Insurance Industry Norms
- Supplemental Material
- Related Research Documents
Brief: Why Good Customer Experience Isn't Good Enough
October 6, 2014 | Megan Burns
Case Study: Designing Humana's Mobile Suite
February 23, 2012 | Elizabeth Boehm
Case Study: Aetna Drives Consumer Engagement Through Its Member Cost Estimator Tool
July 26, 2011 | Elizabeth Boehm