Nearly 50 percent of healthcare customers are willing to pay more for quality customer service from health insurance companies, according to a survey released by Accenture and reported in MarketWatch.
Accenture surveyed 1,000 insured individuals to assess the impact of customer service on consumer preferences. The survey found that nearly 80 percent of consumers expect customer services to be easier and more convenient, and only 10 percent of customers agreed that health insurers "tailor my experience to match my needs/preferences."
The four characteristics of an insurance company that customers rated more important were:
• Knowledgeable representatives
• Convenient service hours
• Wait time
• Single contract
Read more about the report, "Seven Secrets Your Health Insurance Customers Are Not Telling You."
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Accenture surveyed 1,000 insured individuals to assess the impact of customer service on consumer preferences. The survey found that nearly 80 percent of consumers expect customer services to be easier and more convenient, and only 10 percent of customers agreed that health insurers "tailor my experience to match my needs/preferences."
The four characteristics of an insurance company that customers rated more important were:
• Knowledgeable representatives
• Convenient service hours
• Wait time
• Single contract
Read more about the report, "Seven Secrets Your Health Insurance Customers Are Not Telling You."
Related Articles on Coding, Billing and Collections:
Iowa Health Insurers Get More Time to Comply With Medical Loss Ratio Rule
HHS Rule Gives States Flexibility in Setting Up Health Insurance Exchanges
CMS to Host Call on ICD-10 Implementation Strategies