How Health Insurance Software Affect Consumer Experiences

In an industry as competitive as health insurance, it’s essential to deliver better customer service than the competition. While there are countless ways to deliver better service, it usually takes a change of systems to make these enhancements sustainable. You can choose a health insurance solution that facilitates these improvements to customer experience (CX).

Fortunately, current trends in software design are primarily focused on making things easy for users, which is great news for insurers that want better customer retention. That said, can the health insurance software that you choose have a significant impact on customer satisfaction and, in turn, your organization’s success? If you’d like to learn more, read on for some of the ways newer and more comprehensive health insurance solutions are positively affecting customer experiences.

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The Right Software Can Allow for Better Customer Engagement

Today, healthcare insurance software permits a range of automated solutions that facilitate better engagement, resulting in improved CX.

For instance, you can supplement some insurance software with an instant messaging function that allows live chats at any time of the day. This messaging function can be further enhanced with machine learning, allowing claims and inquiries to be automatically addressed without a human customer service agent.

Using automated chatbots is only the beginning in terms of improving consumer experiences. Some advanced software can even draw pertinent health data from smart devices that monitor customers’ vital signs. While this feature has apparent applications for managing the insurance company’s risks, it can also heighten customer engagement and CX.

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Information drawn from these devices is already being used to incentivize customers by giving them fitness goals that, when met, earn them discounts on their premiums. This approach keeps customers constantly engaged with their insurers, helping the company cultivate closer, more positive relationships.

The Right Software Can Greatly Enhance Data Quality

Older generations of insurance software tend to be more vulnerable to fraudulent activity. Additionally, these older solutions may not always be ideal for presenting current data, resulting in outdated and less valuable reports.

This all brings down the quality of the data they could pull and results in the insurer needing to implement more stringent risk-assessment procedures. Thus, CX often suffers because of more extended, more complex claims requirements.

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Newer AI-assisted software can help resolve this by dynamically mitigating risk at all points of every customer journey. These benefits simultaneously improve data quality, data security, and turnaround times. This invariably results in a smoother claims process and less stressed customers.

Indeed, having data that you can trust is extremely important for sustaining growth and for offering a seamless customer experience—updating health insurance solutions guarantees that insurers can continue doing both.

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The Right Software Can Preempt Your Customers’ Needs

Achieving customer delight is the ultimate goal of any service-oriented organization. While this depends on the type of business, it invariably involves giving customers a level of service beyond what they expect.

While insurance companies are not usually expected to give their customers white-glove treatment, the general principle of going above and beyond to achieve better customer satisfaction holds.

AI-enhanced software systems are the key to delivering next-level CX in the insurance industry. New insurance systems can use cutting-edge machine learning to find unexpected customer behavior patterns across millions of interactions. These findings can predict and preempt a customer’s needs, even if they’re dealing with the insurer for the first time.

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The possibilities for creating delight are diverse. For example, insurers may be able to recommend more relevant insurance products based on a customer’s past activity. You can also leverage machine learning to suggest process improvements that don’t incur unacceptable risks to the insurer.

This can potentially simplify claims, payments, and inquiries procedures. These improvements, in turn, are sure to delight customers both old and new.

The Right Software Can Significantly Reduce Wait Times

As we’ve touched on at various points, updated health insurance software significantly reduces wait times. Generally, shorter wait times invariably result in a better customer experience. After all, no one wants to wait longer than necessary to get reimbursed for their claims.

Bottlenecks that cause long wait times in processing insurance claims include document compliance, information exchanges between parties, and risk assessments. Fortunately, all these can be easily facilitated with newer, better insurance solutions.

Updated software can allow insurers, hospitals, and other involved parties to efficiently transfer and process various sensitive documents, potentially saving customers weeks of waiting compared to manual processes. This ultimately helps customers have a positive impression of their insurer, increasing the chances of them renewing or adding to their policies.

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Cultivate Better CX Through Better Health Insurance Software

Until recently, interactions with insurance businesses tended to be time-consuming and repetitive. There were often limited time windows in older setups when customers could process their claims or make inquiries. In these circumstances, it’s not surprising that negative customer experiences were commonplace.

Fortunately, new generations of software can do much to remove many of the barriers to better customer experiences in health insurance. Given this, it’s in your organization’s best interest to choose your health insurance software wisely.