Pitney Bowes examines the state of the health insurance industry
Pitney Bowes Inc., a company specializing in the development of software and hardware related to shipping, has conducted research concerning health insurance providers and how they are seen by consumers. The research highlights a number of aspects that health insurance companies may have to focus on improving while also drawing attention to the areas where these companies are seeing success. The research was commissioned by ORC International, a polling firm, and accounts for approximately 1,000 U.S. consumers. Participants were surveyed on their experience in communication with their health insurance provider as well as
other aspects.
Research shows that consumers want to receive information physically
According to the research, 46% of participants in the survey said they preferred to receive billing and claims information through the mail rather than electronically. Another 38% of respondents said they preferred to receive this information both physically and electronically. The research suggests that health insurance companies may see improvements in their communication with consumers if they adopt a multi-channel approach to the matter. According to Pitney Bowes, older respondents were more apt to respond well to the multi-channel communication concept than those younger than 35-years old.
Health insurance providers see high level of trust from consumers, but must also be clearer in their communication
The majority of respondents – 82% — said that they trust their health insurance provider with their information. Though the majority of these consumers express their trust for their favored companies, they also expressed the need for more transparent communication. Often, the information provided by health insurance companies can be difficult for some people to understand. This can lead to confusion and serious problems that may affect coverage in the future. Communicating more clearly with consumers is a top issue, according to Pitney Bowes’ research.
Communication a significant issue for many consumers
The health insurance landscape has changed significantly in the U.S. and will continue doing so in the coming years. Companies are faced with more stringent standards coming from state and federal governments, but must also maintain a high level of communication with consumers. Pitney Bowes’ research suggests that communication is the primary concern of most consumers today, through the cost of health insurance coverage is a significant issue for some as well.
