95% of US Health Insurers Have Negative Trust Scores
$796.5M in premiums at risk per insurer, with three fixable failures accounting for 89% of the exposure
This report explores the emotional touchpoints impacting member satisfaction across twenty of America’s biggest healthcare insurance providers.
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Key Findings:
- Insurance disputes and coverage denials account for $445.8M in predicted churn, and addressing this issue could increase customer advocacy by up to 13%.
- Frontline service failures and long wait times represent a potential $133.5M bottom-line impact, and if fixed, could increase customer advocacy by up to 3%.
- Prescription authorization struggles represent a potential $128.1M in lost revenue, and if resolved, could increase customer advocacy by up to 4%.
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