Boston, August 29, 2019 – Health plans are well down the path of executing digital transformation strategies that automate processes. But despite growth in the individual market, health plans are not prioritizing their premium payment experience. In this new retail-oriented normal, health plans lacking a consumer-friendly payment process risk mitigating the benefits gained from digitally transforming other pieces of their front and back office.
This report provides business-case support for strategy, product, and marketing executives at health plans and payments companies responsible for the healthcare payment experience at their firms. It offers insights into consumers’ premium payment behaviors and identifies digital payment tools that could improve the overall payment experience. It is based on a Q3 2018 Aite Group online survey of 2,425 U.S. consumers, 777 of which purchased a health insurance plan directly from a health plan and paid a health insurance bill, or premium, directly to that plan.
This 48-page Impact Report contains 53 figures and one table. Clients of Aite Group’s Health Insurance service can download this report, the corresponding charts, and the Executive Impact Deck.