The Affordable Care Act: 5 Tips to Aid Your Customer Service During Enrollment

THE AFFORDABLE CARE ACT 5 TIPS TO AID YOUR CUSTOMER SERVICE DURING ENROLLMENT Why the insurance industry won't be prepared when uninformed and confused consumers turn to the web for answers PPACA Patient Protection and Affordable Care Act Almost 50% don't have enough information 4 out of 10 to understand how it affects their own families? Americans are unaware PPACA is being implemented HOW WILL CONSUMERS 39% GET THE INSURANCE visit a website INFORMATION THEY NEED? Most insurance websites are doing a poor job of educating prospective customers about their respective healthcare options 24% call the call center Extremely Poor 20% Poor Good Excellent speak with an insurance agent Areas where insurance websites are the weakest POLICY 03383 14604 3984 Research Help Product Information Site Search ARE HEALTH PLAN SITES READY TO DEAL WITH THE 45 MILLION PLAN SHOPPERS COMING ON BOARD BY JANUARY 1ST, 2014? ARE YOU READY FOR PPACA? 5 QUESTIONS TO ASK YOURSELF: Accessibility & Availability Relevancy Plans Disability Senior Coverage SELF-SERVIC Care Prescriptions Is the customer presented with other contextually- relevant information? How EASY is it to find your company's online self-service? Escalation Findability (of Searched-for Content) Can customers easily find the information Can customers escalate their calls from a self-service channel to other channels they're looking for? seamlessly? Feedback *★★★★ Is an easy-to-use customer feedback mechanism integrated into your online self-service experience? Customer service, particularly self-service, will be a make-or-break issue for the success of the PPACA, both for healthcare provider rollout and for consumer adoption. For more information on how virtual agents can help insurance companies deliver an exceptional web self-service experience visit: www.intelliresponse.com Q INTELLIRESPONSE Data Sources 1, 2 "Kaiser Health Tracking Poll: April 2013." Kaiser Family Foundation. April 30, 2013. <http://kff.org/health-reform/poll-finding/kaiser-health-tracking-pollapril-2013/> 3, 4, 5 2013 US Health Insurance Plan Online Sales Ranking, Forrester Research, Inc., August 5, 2013. 6 Young, Jeff. "Uninsured Americans 2012: More than 45 Million Lacked Health Insurance Last Year, CDC Reports". Huffington Post. March 21, 2013. <http://www.huffingtonpost.com/2013/03/21/uninsured-americans-2012_n_2918705.html>