Consumer Preferences for Healthcare Bills & Statements
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The document discusses consumers' preferences for receiving bills and statements. It finds that consumers spend an average of 5-7 minutes reviewing bills from various providers like healthcare, investment funds, credit cards, and checking/savings accounts. Currently, the majority of consumers prefer to receive paper bills and statements by mail. However, the preference is shifting towards electronic delivery, which is projected to grow from 20% to 51% of consumers over the next 3 years. Consumers want more choice and control over their delivery preferences, including the channel used, access to electronic archives, and optimized access on smartphones. Providers can improve communications by offering more delivery options.
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Consumer Preferences for Healthcare Bills & Statements
- 1. Here’s what consumers are saying about their statements and bills
- 2. First, Think About How Many Ways You Interact With Your Members ID Cards Welcome Kit Explanation of Benefits Health Statements Checks Wellness Communication Archive Secure eMail Mobile Delivery 2 © 2012 Fiserv, Inc. or its affiliates.
- 3. You Have Your Member’s Attention for 5 Minutes! Average time spent reviewing bills/statements Top 4 INVESTMENT FUNDS CHECKING/SAVINGS 6.8 min. 5.7min. CREDIT CARD 5.5min. How are you using this time? Source: The Future of Multi-channel Transactional Communications in the U.S., InfoTrends, 2013. 3 © 2012 Fiserv, Inc. or its affiliates. HEALTHCARE 5.0 min.
- 4. How Bills/Statements are Currently Received Source: The Future of Multi-channel Transactional Communications in the U.S., InfoTrends, 2013 4 © 2012 Fiserv, Inc. or its affiliates.
- 5. Delivery Preference for Bills/Statements Next Year Source: The Future of Multi-channel Transactional Communications in the U.S., InfoTrends, 2013 5 © 2012 Fiserv, Inc. or its affiliates.
- 6. Delivery Preference for Bills/Statements in 3 Years Electronic grows from 20.2% to 50.9% over 3 years Source: The Future of Multi-channel Transactional Communications in the U.S., InfoTrends, 2013 6 © 2012 Fiserv, Inc. or its affiliates.
- 7. Ways Providers Can Improve Communications by Mail Multiple Responses Permitted Source: The Future of Multi-channel Transactional Communications in the U.S., InfoTrends, 2013 7 © 2012 Fiserv, Inc. or its affiliates.
- 8. Your Members Want to Choose Their Delivery Channel It’s important for me to be able to: Decide on communication channel 4.2 Access electronic archive 3.9 Access documents optimized for smartphone 2.9 Connect via social media 2.3 1 Completely Disagree 3 5 Completely Agree Source: The Future of Multi-channel Transactional Communications in the U.S., InfoTrends, 2013. 8 © 2012 Fiserv, Inc. or its affiliates.
- 9. Picture This . . . Your Member . . . John Smith Enrollment kit with content and images specific to John Smith Monthly statement with message to John for age-appropriate health screenings 50 year old John Smith Options for electronic documents when logging into John’s member portal mobile ID card 9 © 2012 Fiserv, Inc. or its affiliates. email Plan covered flu shot locations
- 10. As a Result . . . Gets a flu shot Schedules his annual exam Turns off paper EOBs Reduced costs by eliminating EOB production & postage Created a highly customized, meaningful experience for your member Encouraged wellness behavior influencing outcomes 10 © 2012 Fiserv, Inc. or its affiliates.
- 11. To learn more about how Fiserv can change the way you do business call 866-963-4877 or email Digital_Debbie@fiserv.com