Health plans

Corporate Insight Announces Annual Membership Digital Experience Awards in Health Plans, Highlighting Growth in Behavioral Health Resources

NEW YORK, January 20, 2022 /PRNewswire/ — Corporate Insight, the leading provider of competitive intelligence and customer experience research for the healthcare industry, today announced the launch of its 2021 Monitor Awards in Plan Member Digital Experience health. The annual awards program rewards digital innovation and best practices, awarding gold, silver and bronze medals in recognition of significant advancements in the web and mobile member experience over the past year.

“In 2021, health insurers made strides toward greater flexibility and scalability to address behavioral health, with top insurers offering a handful of waived charges, new telehealth services and online support groups to virtually improve health. treatment,” said Lauren Roncevic, Research Director at Corporate Insight. “We expect to see continued and significant investment and third-party partnerships in this space, as insurers innovate and rapidly expand their mental health resources.”

In the Behavioral Health Resources category, UnitedHealthcare wins gold for its robust digital resources, including full details of covered mental health benefits, educational resources, and care delivery services on its member site and findable third-party platforms. UnitedHealthcare offers a dedicated behavioral health locator that allows users to easily find providers, services, and costs, as well as schedule a virtual visit with eligible providers.

Health insurers have been steadily updating the functionality of their mobile platforms over the past few years, making efficient design and navigation increasingly important to avoid cluttered and inefficient interfaces. In the Mobile Dashboard category, Humana won a gold award for its customizable member app home screen that includes the three most recent claims, embedded keyword fields to initiate vendor search , drug coverage and cost processes, and a progress indicator for deductible amount spent, remaining, and maximum. Comprised of a total of six dashboard sections, Humana’s is the only app in the coverage group to allow members to rearrange displayed segments or hide them entirely on screen.

Although 80% of respondents to the latest Corporate Insight survey ranked claims-related features like making a payment as very or extremely important, currently only a few companies in the coverage group allow members to pay claims online. In the Claim Payments category, Permanent Kaiser wins a gold medal for its robust online bill payment experience that allows members to make payments, access payment history, set up payment plans, and manage payment methods. Along with convenient features such as auto-filling member information during the checkout process, Kaiser notably allows members to set up payment plans to pay their balance over a three-month period, on days of the month set by the user.

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About Corporate Insight
Corporate Insight provides competitive intelligence, user experience research, and consulting services to leading healthcare, insurance, and financial services organizations nationwide. As a recognized industry leader in customer experience research for 30 years, we are the trusted partner for businesses looking to improve their digital capabilities and user experience. Our state-of-the-art research platform and unique approach to analyzing real customer experience helps companies improve their competitive position in the market.

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