U.S. Medical Bill Payments: Support for the Health Plan Model

Sixty-six percent of consumers surveyed cite data security as the most important factor in their health insurance bill payment experience, according to the latest Aite Group research.

Boston, March 14, 2018  — The newest Aite Group report, U.S. Medical Bill Payments: Support for the Health Plan Model, examines how health plans find themselves in the middle of a relationship tug-of-war as consumers and providers grow frustrated with completing retail-like bill payments in a system built for transacting commercial payments. Health plans are positioned to stem the tide of growing vexation by providing a medical bill payment service to their members. Those that opt to take this path are doing so because it aligns with member engagement and provider experience goals to create deeper relationships, cut costs, and increase profitability.

“Healthcare has a consumer engagement problem when it comes to paying medical bills, even though billers give consumers a payment experience flush with more channels and more ways to pay,” explains Michael Trilli, senior analyst at Aite Group. “Consumers demand a bill payment experience that is transparent, clear, and convenient. Health plans are poised to expand their collaboration with providers’ partners and break the stalemate for their shared consumer customers,” he says.

This new Aite Group Impact Report is designed to provide commercial and provider-owned health plans, healthcare providers, and electronic billing and payments vendors with insights to support the consideration and rollout of a medical bill payment service. It is based on a Q3 2016 Aite Group survey of 2,429 U.S. consumers involved in paying most or all the household bills, and it analyzes the behaviors of the 649 consumers who indicated their household paid both a health insurance bill and a medical bill in 2016.


To request a press copy of this report or to speak with Michael Trilli about this topic, please contact us at pr@aitegroup.com.

About Aite Group:
Aite Group is a global research and advisory firm delivering comprehensive, actionable advice on business, technology, and regulatory issues and their impact on the financial services industry. With expertise in banking, payments, insurance, wealth management, and the capital markets, we guide financial institutions, technology providers, and consulting firms worldwide. We partner with our clients, revealing their blind spots and delivering insights to make their businesses smarter and stronger. Visit us on the web and connect with us on Twitter and LinkedIn.

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