The 2022 Accenture Consumer Payer Experience Benchmark Survey asked nearly 11,000 Americans 18 and older about how their health insurance companies performed across nine healthcare consumer touchpoints. The survey was conducted online between March and May.
The top three factors causing beneficiaries to switch plans:
1. Ease of navigation – 49 percent. Switching factors included inaccurate or inconsistent information, unanswered questions, poor experiences using digital tools, poor customer service and discomfort with how payers used personal data.
2. Clinical experience/expertise – 35 percent. Switching factors included prescription drug benefits not meeting needs/expectations, condition management programs not meeting needs and wellness or supplemental benefits/perks not meeting needs.
3. Access/network – 32 percent. Switching factors included preferred physician/hospital being out-of-network and lack of convenient healthcare options.
At the Becker's 5th Annual Fall Payer Issues Roundtable, taking place November 2–3 in Chicago, payer executives and healthcare leaders will come together to discuss value-based care, regulatory changes, cost management strategies and innovations shaping the future of payer-provider collaboration. Apply for complimentary registration now.