© ContactCenterWorld.com
New Verint Research Shows How U.S. Health Insurance Companies Rank in Member Satisfaction #contactcenterworld United HealthCare ranked first with a SAT score of 84.1. Humana came in second with 83.4 while Kaiser Foundation Health Plan came in third with 82.8. The report shows what drives member satisfaction, with perceived value having the most important impact on satisfaction for the vast majority of the top 25 U.S. health insurers evaluated. Other impacts to member satisfaction varied across the board, including enrollment, services, provider availability, digital experience, and claims. "The global pandemic has created new challenges for health insurance companies, from the contact center’s need to tackle new processes and procedures like COVID-19 prevention, testing and treatment information to financial pressures. And health insurers had to adapt and act quickly in a constantly changing world," says Verint’s Kevin Daly, global vice president and GM, Experience Management. "Our research shows that the top health insurance companies delivered great member experiences across channels. What’s more, the report shows what members want out of their experience and when and how they choose to engage with the company." Other key findings from the report indicated: - Members prefer the "fastest" and "easiest" ways to connect with their insurer—but they can’t agree on which channels best provide this. The division doesn’t necessarily fall along generational splits; 31 percent of Baby Boomers want to use the website while 31 percent of Gen Z want to call. #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Tuesday, September 21, 2021 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |