Health Insurance

Published by: Jupiter Research Corporation

Published: Mar. 11, 2008

Table of Contents

Health insurers are actively trying to improve members' support and service, particularly online. Recently, WellPoint teamed up with Zagat Survey to offer doctors' ratings to members, and Blue Cross and Blue Shield of Minnesota launched a blog for members, The Healthcare Scoop, among other examples.

Key Question - To what degree do online users rely on the phone for support and service from their health insurers, compared with the Web and other channels?
Key Question - Which types of online self-service and support tools on health insurers' Web sites are most popular among online users?
Key Question - How can health insurers optimize members' service and support?

Abstract

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