Report: Payers Aren’t Providing an Adequate Digital Experience

A new report by J.D. Power shows that commercial health plans and Medicare Advantage plans are lacking in providing a positive digital experience for members. The study, conducted with Corporate Insight, analyzed digital interactions of 5,590 members. The report found that 32% of health insurance sites and apps did not meet basic levels of functionality. The overall digital customer satisfaction score was low compared to other industries. Only 21% of health insurer digital programs were considered high-functioning. The report suggests that healthcare industry should learn from other sectors to improve their digital transformation and customer experience.

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