Drive Digital Adoption to Reduce Paper and Mail Expenses

Company Overview

Our client company is one of the largest health insurance providers in the country, has a presence in two thirds of the United States and serves over 100 million members.

The challenge:
Reduce Overall Opt-Out Rates to Grow Revenue

Our client generates a tremendous amount of paper mailings – explanations of benefits, policy details, claims, and mountains of other paperwork. Some are prompted annually, some quarterly, some by doctor visit or individual claim, but each customer receives dozens of packets of paper each year.

Legally, customers must receive notices, so every customer is opted in by default.

Print suppression and digital adoption were the #1 internal company initiative for cost savings.

Solution

Reduce Print

In an effort to fast-track digital adoption and print savings, the health insurance provider adopted a postcard model for mailed communications, prompting customers to visit their portal or customer care center for details on EOBs, claims, and policy details. Reducing the amount of paper mailed saved a tremendous amount of money as outlined below.

Over time, more and more baby boomers and Gen X members are adopting a full digital communication process, while younger demographics – being more tech savvy by nature –gravitate to online portal options by default.

Preference Center Customization

PossibleNOW’s expert team of strategic consultants helped our client plan and craft a preference center tailored to their unique, complex needs with a focus on a consistent brand experience. When customers first engage with their personal preference center, ease of use and smooth CX is paramount, particularly for baby boomers.