Eight strategies for health insurers to repair and improve CX

In 2024, confidence in health insurers hit a three -year low, with only 56% of customers reporting that they trust their health insurers to do what is in their best interest. iNdUSTRy Customer Experience Index (CX Index ™) Result Also hit a five-year-old low, underlining considerable deficiencies. The most fundamental reasons why there is an insurer, such as “quick transaction processes”, sat among the best CX leaders. Performance in this driver and others has been declining since 2022. To climb from this hole, here are eight things that health insurers have to do:

1. Start your hearing tour now. Don’t just imagine what customers can go through. Submit yourself into the client world and experiences by conducting the right types of research. First analyze your existing data. Show that you are listening by accepting these issues and demonstrating empathy to rebuild faith.
2. Communicate your plan. Be transparent for what you learn and what you will change. Transparency is a major lever of trust. If it’s a change that faces customers, tell them HOW You plan to do it and set the expectations as long as it will take to give. Follow the same approach if the change is more intended for the experience of providers, employers, intermediaries or other main ecosystem partners.
3. Stop paying your lip service and start taking action. People know empty promises when they hear them. Focus on additional improvements you can deliver quickly. Demonstrate that you will continue to hear and collect reactions to stay on the right track. Provide adequate investment for experience improvements – yes, health insurance leaders, ROI is there. Proper improvements can give value to members, providers and insurers.
4. Kokoni with your customers. Commit and cooperate with your customers at each stage of creating experiences – not only to prove the solutions you have already created, but also to identify the needs and problems and solutions of ideas. What is their LEGALOB to be done? Are you helping them with what they need or follow what you think they want? Set a particular focus on cooperation with groups that are often left behind, such as Disabled customers. Client obsession means putting the client at the center of your leadership, strategy and operations. Approach the client’s needs and build experiences that work for them, and then the business results will follow.
5. Get the right to the basis to rebuild trust. Reconstruction of confidence, especially for health insurers, depends on competence, reliability and accountability. Understand your customers, clarify complex processes and prioritize the perception of their value on your own. Creating the value is based on an exchange – what customers get against what they give up – and is influenced by the network of their values. For example, unexpected bills, as a $ 25 compensation, can adversely affect their experience with you due to misunderstandings about cost sharing.
6. Review broken processes. Today, 77% of health care practitioners report that health insurers create additional obstacles for patients taking care they need, with only 20% agreeing that the policies and procedures created by health insurers are well compatible with the needs of their patients. Explore the gold card and renounce the preliminary authorization for specific procedures.
7. Focus on improving CX – not the results. Yes, you will see the impact on results like Net Net Promotion Score℠ (NPS) and customer satisfaction. Customers have expressed their disappointment and anger aloud. These emotions are not new. Reaction is a gift (even when someone screams at you). Wash it open and use it to make sense of the needle to CX.
8. Prepare for the next crisis. Health insurers who do not have a crisis communication plan endanger long -term reputation and financial damage to their company. Develop a response plan now, including how you will communicate with clients and the public in all relevant channels.

Join us at CX Summit North America from June 23-26 in Nashville to see on these topics. Book your place to join the conversation.

This post was written by the main analyst Aroure Trzcinski and originally appeared here.