Health Insurers Provide Members With Outdated Customer Service Experiences

US consumers often experience outdated forms of customer service from their health insurer. In fact, 28% of US online adults have waited on the phone for a representative, and one in five have received service by email. Newer platforms for customer service trail behind, with 8% of respondents having received help by online chat or chatbot and 5% by virtual assistant. Healthcare consumers want efficiency at all points in their customer journey, and health insurers must evaluate why consumers choose to wait on the phone or don’t have the choice of a modern mode of connection. This is a snapshot of Forrester’s data on US online adults’ customer service experiences with health insurance.