August 2016 – Plan Access and Management on Mobile Apps

The mobile channel increasingly defines the way consumers interact with product and service providers. Mobile accessibility has improved in recent years, providing consumers with a more effective healthcare experience. This report examines the mobile apps offered to health plan members within the Healthcare Monitor coverage group.

Our 2016 Digital Healthcare Survey data shows that coverage and health information is the most important digital aspect for health plan members. When delving deeper into mobile resources offered to members, plan balances, username and password retrieval and claims ranked in the top 10 most important features. In providing their members with the essential resources to help them understand and manage their health insurance, health plans vary greatly. ID card information is one of the most common attributes offered by health plan apps, offered by 91%, while over half of the apps fail to provide in-depth plan balance details, coverage and benefits rates, or financial claims data. Overall strengths include well-designed and intuitive platforms as well as member portal registration capabilities, username and password retrieval options and timed automatic logouts for enhanced security. To offer members the most comprehensive apps possible, health plans must provide greater self-servicing capabilities and strengthen their preventive and on-demand healthcare functionalities to help increase member engagement and to lower costs in the long run for consumers and insurers alike.