Technology aimed at disrupting the healthcare industry has been more prevalent than ever. Wearables are almost as ubiquitous as cell phones, or in some cases one in the same. People are able to use tools to diagnose illnesses and have therapist sessions via text. But are consumers ready for this futuristic technology when it comes to their health insurance? The answer is yes and no.


Unsurprisingly, consumers are demanding that their health insurance experience be simple and streamlined. In a recent survey, conducted by Strategy and Analysis, consumers ranked 15 technology enabled features that they want from their health plans. Most consumers want simple functionality such as

  • Procedure cost estimators
  • Online appointment scheduling
  • Simple access to health records and mobile
  • Mobile post-care instructions and follow-up notifications
  • Online appointment scheduling with in-network providers
  • Central payment portal to both health plan and providers

In contrast, wearables and tools for self-diagnosis were seen as “not important”. The results of this survey suggest that consumers are more concerned with being able to complete simple transactions and access information when they engage with their health insurance carrier. But does this mean that carriers do not need to invest in disruptive, modern technologies?

In order to provide a simple and seamless experience for consumers, carriers need to have streamlined processes and communications on their end. All departments within the organization need to be able to access the same information and provide the same level of service across the board. In order to achieve this, health plans will need new technology.

The results of the Strategy & Analysis survey suggest that insurers should invest in technologies that make good business sense and that provide an easy way for a consumer to become a loyal customer. The appropriate technology can “yield an 8 to 12 percent positive impact on operating margin via increased revenue, improved behavior and medical outcomes, and reduced bottom-line cost.”

The original article can be read here