January 2019 – Online Self-Servicing: Account and Communication Settings

All health plans should accommodate members’ changing circumstances and needs by making account self-servicing options easy to access and modify online without contacting customer service. These necessary changes include address, phone number and password changes as well as ID card requests and add account functionality. In addition, firms should provide an easy way for members to manage communication preferences through online channels as opposed to reaching out to an agent or customer service center. Also, providing members with options to receive notifications for plan documents not only helps reduce postage and production costs but also helps drive engagement to the member site by periodically notifying members via text, email and phone. This report examines the online plan and communication management capabilities on the member sites of 16 firms in the Healthcare Monitor coverage group.

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