- Forrester Councils
- Councils Overview
- log in
Posted by Ellen Carney on August 5, 2013
Beginning on October 1st, US health insurance plans will be facing a big enrollment event when millions of Americans will be required to purchase health insurance. Where will many go to do research and shop? Health plan websites.
Forrester Research recently conducted an online wellness check to see just how prepared plan websites are to meet the crush of insurance plan shoppers. Through the second quarter of 2013, Forrester assessed the sales and service prowess reflected the public websites of seven US health plans. What did we learn?
Health plans have to fix low-cost problems first.
With the clock continuing to count down, digital teams at private health plans need to prioritize and focus on fixing the simple website problems that are easy to fix, and then move on to more costly changes later. Just how basic were these problems? How about something as fundamental as telling shoppers why they should become customers. So what will shoppers do if they can’t get tasks done online? They’re going to pick up the phone and inundate plan call centers.
For more information on our methodology or insight into how the ranked firms scored, download the full report here. Questions or comments? Feel free to ask them here or directly via email.