by Lin Stone
| The areas Online Users with Health Insurance have the most Interest in are: | |
| Check Coverage | 67% |
| Check Claim Status | 56% |
| Find Doctor/hospital | 47% |
| Look up info on other plans | 47% |
| File Claims | 40% |
| Enroll | 26% |
These findings from Cybercitizen Health are based on in-depth interviews with more than 2,700 U.S. adults. The study was fielded in July 1999 and is accurate within +/- 1.9% at the 95% confidence interval. In addition to an overview of the online health market, CCH provides, in-depth analysis of the following medical conditions: allergies, arthritis, asthma, depression, diabetes, high cholesterol, hypertension, pattern baldness, smoking, and weight management. For more information on becoming a Sponsor of Cybercitizen Health, contact Joe Farris at 212-651-7043 or jfarris@cyberdialogue.com.
Well, who wouldn't want their coverage for various procedures and physician office visits checked before they go in for treatment? 90% of the people with insurance that agents talk with don't have a clue what they are covered for or how well their company rates.
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With some insurance companies taking up to a year or longer to pay their claims, online surfers can't be blamed for also wanting to check the status of the claims they have filed, or to investigate the supply of in-network doctors and hospitals available to them. You will find there is also an accelerated interest in looking up information on alternative or supplemental health plans.
This sharp interest makes online benefits management among the most desired activities for insurers to pursue, ahead of providing even applications like online drug stores and private access to personal medical records.
Not so strangely when you consider it, the major barrier to online benefits management appears to be the insurance industry itself -- Despite the high levels of consumer interest, only 8% of insured Internet users are actually using their insurer's Web site, and 68% aren't even aware that their insurer has a Web site. Improving these odds would either reveal how well an insurer is doing, or how badly it is falling down on the job of protecting clients.
"- - insurers either aren't offering the functionality consumers desire, or they aren't effectively marketing it," said Scott Reents, Manager of Health Care Strategies at Cyber Dialogue.
"This high level of interest reflects deep levels of consumer frustration with healthcare red tape and bureaucracy," says Reents.
NOTE: Cyber Dialogue is a leading Internet Database Marketing Company. Founded in 1993 Cyber Dialogue provides the tools, data, and services that enable senior marketing professionals to identify, segment and manage online consumers. The company's customer management platform provides strategic consumer information, advanced database marketing techniques (including tracking, targeting and measurement software), and data mining services to send the most relevant message to the right customers at the right time. More than 100 Fortune 1000 companies and leading online brands rely on Cyber Dialogue to maximize return on their Internet investment.
Interestingly enough, insurance MARKETERS (not the primary insurers) are picking up much of the slack. Web sites are nice, but nothing really beats talking with a professional human being determined to impress you with great service.
For example, clients calling the toll free number of Farm & Ranch Healthcare out of Fort Worth Texas very seldom ever hear the phone ring -- it is snatched up so quickly by a super customer service rep anxious to help. (1-800 633-6508) Who is covered, where treatment is offered, and status of claims -- Faster than anyone can type, all can be answered almost instantly. With backup like this there is little wonder these agents are selling so many policies!
Think about it- probabilities say you might well live to be 80 something. Do you want an insurance company to last as long as you do? Companies like Conseco and United American who are able to pay many claims in a matter of seconds, and most claims within 3 days, are proving their financial foundation will last as long as you do.
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