Being a Successful Health Insurer

With the impending passing of health care reform, it is now apparent that future health care plans will need a new set of skills to be successful. Instead of being good at screening out and pricing risk accurately, health plans are going to need to be good at managing and improving the lives of those people they cover. And with the individual market growing in the next 5-10 years, health insurers will have to change their perspective from being a wholesaler (selling to employers) to that of a retailer (selling to individuals). This means a greater emphasis on the customer service experience which will bring changes in how they interact with their members through websites, written correspondence and phone calls. It also means that a company's brand will continue to grow in importance. Who do I think will successfully make this transition? I will discuss this in future posts.