Consumers Willing to Pay More for Customized Health Plans

July 28, 2011

Eighty percent expect customer service to be easier and more convenient

The July 27, 2011 NAHU Newswire includes an article about a survey conducted by Accenture of 1,000 insured people. Members are willing to pay more for better customer service (50%). Characteristics that health plan members rated as most important were "knowledgeable representatives: (85%); "convenient" service hours (80%); short wait times (80%); and dealing with "one contact" to resolve issues (80%). Also reported was an article by Moody's investors stating that hospital systems must cut more costs to weather Medicaid reductions.

The July 28, 2011 NAHU Newswire lead article is: Lower than Expected Consumer Healthcare Use may Temper Premium Hikes, Experts Say. Even though insurer earnings were pushed higher, it does not necessarily mean consumers can expect price decreases.

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