Study: Health Insurers Need to Change Selling Techniques on Private Exchanges

A survey of 100 health insurance executives finds that mobile technology and health and wellness applications are fast becoming an integral part of the health care consumer experience.

INN Breaking News, March 6, 2014

Brian M. Kalish

Private health insurance exchanges are changing the way insurers need to do business as the model shifts from wholesale to retail. A new study from PricewaterhouseCoopers finds consumers are a lot less focused on the price of their plan than insurance executives believe them to be.

In a survey of 100 health insurance executives, 94 percent said they thought price would be most important to consumers when selecting a health plan. But of 1,000 consumers surveyed by PwC’s Health Research Institute, only 64 percent said they consider price when selecting a plan.

In the survey, released Thursday, second of importance was the network of doctors, with both 54 percent of executives and consumers rating it as important. Consumers  were also less focused on customer service (48 percent) than executives believe them to be (60 percent).

PwC says as a result health plans that place heavy emphasis on price might miss out on other differentiators that consumers are looking for. “Provider networks, ease of enrollment and customer experience will likely play key roles in health plan changes for 2015,” the study said.


The study also found that mobile technology is fast becoming an integral part of the health care consumer experience and the use of health and wellness applications among consumer rose 15 percentage points in 2013 from 2012.

Also see Mobile in an Instant

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