This entry was posted on Monday, August 11th, 2008 at 11:04 am and is filed under General. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
|
|
The 2008 Age-In Study asked a national sample of 1500 consumers aged 63 and 64 for their perspectives on loyalty to health plans, medical technology, and Internet enrollment services.
Happy members, happy margins
The 2008 Age-in Study shows insurers that a positive relationship with their older commercial members can actually help them meet their Medicare plan enrollment goals. But even knowing this, insurers still need to know what types of experiences produce this kind of positive relationship. The Age-in Study answers these questions, and helps insurers plot a relationship building strategy.
Experiences with insurer affect relationship
To see a FREE report overview of the 2008 Age-in Study click here.
Top Line Result
We all know that negative experiences, like having a claim denied, can reduce the positive feelings a member has towards their insurer. But what about a more ambivalent experience like calling customer service? Use of customer service line, as shown in the chart above, generally increases the chance that the member believes that the plan cares about their health and that their insurance company treats members better. This is the kind of experience that improves a customers relationship with their insurer and makes them more likely to stick with that insurer when they switch to a Medicare plan.
To find out about the other experiences that build relationships, click here to download a FREE report overview.
Leave a Reply
You must be logged in to post a comment.