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2017 Monitor Awards Gold Winners: Health Insurance

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With 2017 coming to a close, we present the second annual Healthcare Monitor Awards, offering an analysis of the state of the health insurance industry in terms of the best digital resources available to members. This year we benchmark industry leaders across six critical categories, awarding gold, silver and bronze medals based on how well firms meet our criteria.

The gold medal is reserved for capabilities that offer an exceptionally valuable service to members in a user-friendly interface. The silver medal recognizes resources that offer strong functionalities while suffering from a few small flaws. Finally, the bronze medal goes to resources that, though imperfect, offer members an excellent or uniquely valuable service. In this slide deck, we highlight the gold medal winners across all categories.

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2017 Monitor Awards Gold Winners: Health Insurance

  1. 1. Healthcare Monitor 2017 Gold Medal Winners
  2. 2. Corporate Insight provides competitive intelligence, consulting and user experience research to the nation's leading insurers, financial services firms and educational institutions. For more than two decades, the firm has published customer experience-focused research and has advised clients on key competitive issues with a focus on helping them improve their digital capabilities. The firm offers subscription-based Monitor services in 15 verticals, including healthcare, alumni relations and brokerage, along with custom research and consulting services, digital capabilities audits, special studies and UX research. Healthcare Monitor examines the digital member experience of more than 30 leading group health insurance firms, providing subscribers a unique, firsthand analysis of the industry’s online capabilities, including web usability, account management, billing, claims, mobile capabilities, social media strategy, tools, educational content and wellness programs. About CI 2 Connect with CI
  3. 3. With 2017 coming to a close, we present the second annual Healthcare Monitor Awards, offering an analysis of the state of the health insurance industry in terms of the best digital resources available to members. This year we benchmark industry leaders across six critical categories, awarding gold, silver and bronze medals based on how well firms meet our criteria. The gold medal is reserved for capabilities that offer an exceptionally valuable service to members in a user-friendly interface. The silver medal recognizes resources that offer strong functionalities while suffering from a few small flaws. Finally, the bronze medal goes to resources that, though imperfect, offer members an excellent or uniquely valuable service. In this slide deck, we highlight the gold medal winners across all categories. Healthcare Monitor Awards 3 Connect with CI
  4. 4. Medal Chart 4 Connect with CI Firm Medal Count Aetna BCBS of Massachusetts BCBS of Illinois Cigna Florida Blue Humana Oscar Tufts Health Plan United Healthcare
  5. 5. Category Overview Promote Your Firm’s 2017 Monitor Awards! Corporate Insight is happy to assist all award-winning firms in promoting their honors. For more information, contact us at pr@corporateinsight.com. Coverage and Benefits Claims Details Locators Estimators Pharmacy Platforms Mobile Access
  6. 6. Health plans need to provide members with an understanding of their coverage and benefits relative to their plans. In this category, we examine the information and organizational structures that insurers offer to help members better understand their coverage and benefit services. We give high marks to insurers that make it easy for members to find content via the main navigation menu or the homepage, assess the level of detail provided and consider how information is presented. Coverage and Benefits 6© CORPORATE INSIGHT Cigna earns the gold in the Coverage and Benefits category for in-depth coverage, an accessible Request or Print Your ID Card page and easily understandable terminology.
  7. 7. The ability for members to view their claims is one of the most important aspects of the online health insurance experience. We examine the information that health insurers offer on their member sites on individual claims filed by plan holders, their dependents or their healthcare providers. The most heavily weighted attributes in this category are the depth of claims data and claims history, followed by quality of presentation, data management features and findability. Claims Details 7© CORPORATE INSIGHT UnitedHealthcare takes the gold for its easily findable, in-depth claims information and archive.
  8. 8. Most health insurance plans provide doctor or facility locator tools. These tools are critical to the member experience and were indicated by 71% of respondents in our 2016 Digital Healthcare Survey as “very important” or “extremely important.” To help members determine the right health professional, plans should ensure that these tools are available, easy to find and highly functional. Locators 8© CORPORATE INSIGHT Cigna takes the gold medal for its locator’s strong findability; available search types; and result display, navigation and relevance.
  9. 9. The effectiveness of cost estimators is influenced by a number of factors, including the type of insurance plan and the negotiated rate. As such, cost estimators provide members with important clarity on out-of-pocket expenses. When assessing this valuable resource, we look at findability, detailed inputs and helpful features. Estimators 9© CORPORATE INSIGHT BCBS of Massachusetts and BCBS of Illinois both receive a gold medal for their tools’ overall design, ease of use and valuable features, including cost comparisons, provider ratings, hospital quality grades and breakdowns of member costs.
  10. 10. A health plan member’s ability to view and manage prescription benefits and pharmaceutical services is vital to the customer experience of today’s member sites. In fact, in our 2016 Digital Healthcare Survey, 53% of respondents rated an online pharmacy where they can start or refill a prescription and shop for medication as either a “very important” or “extremely important” component to a member website. Of the respondents who access their insurer’s member site, 21% have looked up their prescription history. This new category covers pharmacy portals and drug cost estimators that incorporate a solid selection of prescription history data and payment, delivery and order tracking functionalities. Pharmacy Platforms 10© CORPORATE INSIGHT Aetna takes the gold with its excellent drug cost estimator results display and pharmacy search coupled with prescription history and payment flexibility features.
  11. 11. As more members become accustomed to accessing information through their phones, the healthcare industry must move toward a mobile-optimized user experience. While many firms offer mobile apps, health plans do not yet offer the right mix of well-designed and useful resources. Certain aspects of the mobile experience, such as findable account information and well-designed navigation, are essential to any basic health plan application. Mobile Access 11© CORPORATE INSIGHT BCBS of Illinois takes the gold in this category for its in- depth plan, coverage and benefits, and claims information as well as an easy-to-use main menu design.
  12. 12. 12 Connect with CI Contact Us Analyst | Healthcare Monitor 646-751-6971 jsantana@corporateinsight.com Jose Santana Analyst | Healthcare Monitor 646-751-6963 mammirati@corporateinsight.com Michelle Ammirati

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