the rx for health insurance communications 2012

Every connection is a new opportunity™

The Rx for Health Insurance

Communications Pitney Bowes White Paper

2 Every connection is a new opportunity™

Health Insurance Communications Matter

To help measure consumer

preferences for receiving billing and

claim information from health

insurance providers, Pitney Bowes

Inc. commissioned ORC

International to survey

approximately 1,000 adults in the

United States.


Survey insights reveal

communication opportunities

Results uncovered the need for

health insurance providers to take

a closer look at their approaches

to billing and claim information to

effectively communicate with their

clients.


Healthcare communications

are valued and trusted

46 percent of respondents want to receive billing and claim information by

physical mail; and more than one-third of consumers polled want to

receive this information both physically through mail and digitally by

logging into secure online sites.

Health insurance providers should employ a multi-channel approach

to communications to satisfy all customers.

Protecting patient information is critical in the healthcare industry. Overall,

82 percent of consumers polled said they trust their health insurance

provider.

Print and mail operations cannot afford any errors in communications

processing – quality and integrity are critical to maintaining trust.


Enhance the value

of your customer communications

63 percent of respondents gave their health insurance provider top

grades for clarity of message in statements, yet 37 percent gave average

or below average grades.

Using color and variable data print can help health insurance

providers communicate more effectively with their clients

When asked about what type of additional information consumers would

find most helpful in receiving from their provider:

64 percent of respondents chose ways to save money (coupons and

discounts).

41 percent said they would find information on ways for improving

the health of their family the most helpful.

28 percent of respondents chose ways to improve their appearance

and health as the most helpful information.


How do you prefer to receive billing and claim information from your health insurance

provider?

A

GE

44%

51%

49%

40%

38%

52%

46%

14%

13%

16%

19%

22%

13%

16%

41%

35%

35%

41%

40%

35%

38%

65+

55-64

45-54

35-44

25-34

18-24

Total

U.S. Mail Internet (log-on, browser-based) Both U.S. Mail and Internet

Detailed Survey Results


What ONE step could your healthcare insurance provider take to make the

information in your statements more clear?

37%

43%

36%

38%

34%

26%

36%

30%

29%

28%

22%

24%

9%

24%

17%

17%

16%

15%

12%

26%

17%

10%

7%

14%

19%

23%

20%

15%

7%

4%

6%

7%

6%

18%

8%

65+

55-64

45-54

35-44

25-34

18-24

Total

Use simple, easy-to-understand language on statements

Send one statement per doctor visit or procedure so it's clear what is being billed

Send a monthly statement that indicates cumulative claims/deductible information for the year so I have a betterviewpoint and understanding

Highlight the most important information so it stands out

Make contact information clear for any follow up questions/inquiries

Detailed Survey Results A

GE


51%

60%

62%

54%

54%

46%

55%

36%

27%

29%

31%

24%

38%

31%

12%

13%

9%

15%

22%

16%

15%

65+

55-64

45-54

35-44

25-34

18-24

Total

Following a doctor appointment or procedure Monthly Quarterly

How often do you prefer to receive billing and claim information from your health

insurance provider?

A

GE



31%

24%

15%

17%

20%

15%

21%

44%

38%

40%

48%

38%

48%

42%

21%

21%

29%

24%

31%

31%

26%

4%

12%

10%

9%

5%

4%

7%

4%

6%

3%

6%

2%

4%

65+

55-64

45-54

35-44

25-34

18-24

Total

A B C D F

What grade would you give your health insurance provider on how clearly they

communicate information in your statements? (“A” being the best grade; “F” being

the worst grade)

A

GE



88%

85%

82%

79%

65%

66%

78%

9%

17%

15%

20%

20%

24%

17%

5%

7%

7%

15%

15%

11%

10%

2%

7%

6%

11%

8%

9%

7%

2%

3%

8%

5%

13%

15%

7%

65+

55-64

45-54

35-44

25-34

18-24

Total

Call E-mail Live online chat U.S. Mail I don't contact them

AG

E

When you have a problem or question about a claim or your benefits, how do you

prefer to contact your health insurance provider to resolve it?



96%

81%

77%

79%

79%

82%

82%

4%

19%

23%

21%

21%

18%

18%

65+

55-64

45-54

35-44

25-34

18-24

Total

Yes No

AG

E

Do you trust your heath insurance provider?



58%

61%

65%

66%

67%

72%

64%

39%

35%

35%

47%

43%

48%

41%

21%

28%

26%

27%

33%

34%

28%

5%

9%

10%

4%

1%

1%

5%

65+

55-64

45-54

35-44

25-34

18-24

Total

Ways to save money (coupons and discounts)

Ways that I can improve the health of my family

Ways that I can improve my appearance/health

Other

Out of the following options, what information would you find the most helpful in

receiving from your health insurance provider?

A

GE



71%

67%

60%

61%

47%

33%

58%

12%

18%

21%

18%

27%

25%

20%

17%

15%

19%

21%

26%

42%

22%

65+

55-64

45-54

35-44

25-34

18-24

Total

Yes No Don't know

Has your health insurance provider offered information on healthy living or wellness

programs?

A

GE



55%

42%

40%

65%

48%

64%

51%

45%

58%

60%

35%

52%

36%

49%

65+

55-64

45-54

35-44

25-34

18-24

Total

Yes No

Have you taken advantage of healthy living or wellness programs offered by your

health insurance provider?

A

GE



The Rx for Health Insurance

Communications

Learn ways to better leverage

your important healthcare

communications.

Download White Paper

http://www.pb.com/equipment/equipment-solutions/healthcare-insurance-communications.shtml

http://pbi.bz/PMlOIR

the rx for health insurance communications 2012

Health & Medicine