Reimagining Omni-Channel Communication Experience for Payers

According to a survey conducted by IntelliResponse, 58% of consumers would consider switching their health insurance if they had a poor online customer service experience. Consumers are increasingly looking for easier, faster, and personalized omni-channel interactions with their payers. Inconsistent service and inaccurate information often leave them disengaged and unhappy, and adversely impact the payer’s brand reputation. In the absence of right tools and technology, payers fail to meet evolving consumer expectations resulting in 30-45% attrition on an average.

Recurring issues, inefficient processes, and dependency on human intervention also lead to increased expenses for the payers. Payers need to address the twin priorities of member satisfaction and operational efficiency by reimagining their technology and redesigning their processes. Virtusa understands these challenges and proposes an approach, powered by reimagining the omni-channel communication experience, for a unified and enhanced experience across the channels.