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Survey Says...
Health Plans Advance Retail Capabilities

Highlights from Deloitte’s 2013 Health plan retail capability survey


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“Retail” is a hot topic in the health insurance industry today for good reasons. From the creation of health insurance marketplaces, to the continued growth in Medicaid and Medicare, to the defined contribution movement and the rise of private exchanges, the sale and delivery of health insurance is requiring an increasing focus on the individual consumer. In this context, Deloitte Consulting launched the Health Plan Retail Capabilities Benchmarking Survey to expand our understanding of the industry’s current capabilities and future investment priorities to serve the most dramatically changing segment of the health insurance market – the commercial individual market.

Forty-six health plans participated in an online survey in late 2013. Respondents represented approximately 60 percent of the commercial individual marketplace spanning national, regional, Blue Cross and Blue Shield, provider-sponsored, established and new-entrant plans. Analysis of the survey data reveals three themes:

  1. Product, pricing and consumer experience capabilities top health plan’s priority investment list
  2. Near term investment plans focus on regulatory requirements and retention capabilities but widen the aperture to consumer insight, consumer experience and channel in the longer term,
  3. Technology investments in transparency, mobility, CRM and analytics are fundamental to supporting desired business capabilities.

Read more about “how do I get my organization Ready to Retail?”

 

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