The Patient Protection and Affordable Care Act (PPACA) is here and in the coming months, 45 million US consumers will be looking for information on which plan is best for them. To get prompt answers to their many questions, will US consumers visit a health insurer’s website, call the contact center, or speak with an insurance agent? Will their questions get answered? The following infographic examines some of the potential problems the 45 million shoppers will face, such as inadequate online research resources and product information. The infographic also outlines 5 questions health insurance companies can ask themselves to find out if they truly are ready.

1. THE AFFORDABLE
CA R E AC T
5 TIPS TO AID YOUR
CUSTOMER SERVICE
DURING ENROLLMENT
Why the insurance industry won’t be prepared
when uninformed and confused consumers
turn to the web for answers
? ? ? ?
PACA
P
nd
o t e c t io n a
P a t ie n t P r
ct
Care A
A f f o r d a b le
Almost 5 0 %
don`t have eno
ugh
o
nformatihon
i
d w
4 out of 10
to understan
it affects their
2
ilies
own fam
Americans
are unaware
PPACA is being
implemented
1
HOW WILL CONSUMERS
GET THE INSURANCE
INFORMATION THEY NEED?
39%
visit a website
Most insurance websites are
doing a poor job of educating
prospective customers about their
respective healthcare options 4
Extremely
Poor
Poor
Good
24%
call the
call center
20%
Excellent
speak with an
insurance agent 3
Areas where insurance websites are the weakest 5
POLICY
?
03383 14604 3984
Research Help
Product Information
Site Search
ARE HEALTH PLAN SITES READY TO DEAL WITH THE
45 MILLION
PLAN SHOPPERS COMING ON BOARD BY
JANUARY 1ST, 2014?
6
ARE YOU READY FOR PPACA?
5 QUESTIONS TO ASK YOURSELF:
Accessibility & Availability
Relevancy
Plans
Disability
Senior
Coverage
Care
Prescriptions
How EASY is it to find
your company’s
online self-service?
Is the customer presented
with other contextuallyrelevant information?
Findability
(of Searched-for Content)
Escalation
Can customers easily
find the information
they’re looking for?
Can customers escalate
their calls from a self-service
channel to other channels
seamlessly?
Feedback
Is an easy-to-use customer feedback mechanism
integrated into your online self-service experience?
Customer service, particularly self-service,
will be a make-or-break issue for the success
of the PPACA, both for healthcare provider rollout
and for consumer adoption.
For more information on how virtual agents can
help insurance companies deliver an exceptional
web self-service experience visit:
www.intelliresponse.com
Data Sources
1, 2
3, 4, 5
6
“Kaiser Health Tracking Poll: April 2013.” Kaiser Family Foundation. April 30, 2013.
<http://kff.org/health-reform/poll-finding/kaiser-health-tracking-pollapril-2013/>
2013 US Health Insurance Plan Online Sales Ranking, Forrester Research, Inc., August 5, 2013.
Young, Jeff. “Uninsured Americans 2012: More than 45 Million Lacked Health Insurance Last Year,
CDC Reports”. Huffington Post. March 21, 2013.
<http://www.huffingtonpost.com/2013/03/21/uninsured-americans-2012_n_2918705.html>