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Infographic: 3 Things Payers Got Wrong on Digital Experience
HealthLeaders Media April 16, 2024
The digital insurance experience is lagging.
Digital experiences in healthcare have progressed exponentially over the last few years: from administrative AI to smartphone app diagnosis, but payers seem to have fallen behind in this realm. According to a J.D. Power report, the digital insurance experience isn’t where it should be.
J.D. Power defines four basic functions of apps and websites, including: digital functionality, organization and visual appeal. Out of the 5,590 members that were surveyed, including the 14 largest Medicare Advantage plans and 15 of the largest commercial member health plans, roughly one third of insurer’s apps and websites failed on these basic functions.
Overall only 21% of the digital properties met all the criteria to be considered high-functioning...
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