Forbes March 10, 2025
In 2024, trust in health insurers hit a three-year low, with just 56% of consumers reporting that they trust their health insurer to do what is in their best interest. The industry’s Customer Experience Index (CX Index™) score also hit a five-year low, underscoring significant shortcomings. The most basic reasons why an insurer exists, such as “processes transactions quickly,” landed among the top drivers of CX. Performance on this driver and others has been decreasing since 2022. To climb out of this hole, here are eight things health insurers must do:
- Start your listening tour now. Don’t just imagine what customers might be going through. Immerse yourself in the customer’s world and experiences by conducting the right kinds...
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