Blog/Customer Experience/Optimizing health insurance claims processes

In 2020, over 297 million people had some form of health insurance. The lion’s share of health insurance policies are provided and managed, not by a public institution, but by private insurers. So, how do those private institutions build the infrastructure to serve millions while managing such personal, important processes like health care claims? 

To start, they think about scale. According to the 2020 Census, 66.5% of health insurance policies are issued by private companies. That means that insurers have to be ready to process a large volume of claims from the customers they cover. 

But, simply processing a claim and processing a claim in a user-friendly way are two different things. Insurance companies are thinking more and more about how they can serve their customers with the same level of personalization, care, and ease that they might expect from a leading tech company like Spotify or Amazon.

Airkit acts as a bridge between the infrastructure a health insurance provider already has, and the new experience they want to deliver to their customers. Our digital CX platform works with their existing infrastructure to streamline critical processes like managing health insurance claims. 

Making Health Insurance Claims More Scalable and Cost Effective 

Healthcare providers have to process millions of claims annually, but processing a claim fully can take time. All the while, customers want to know the status of their claim. Typically, customers have to call in, wait on hold, and verify information with an agent just to get a quick report on their claim. That call time costs healthcare providers money and erodes customer satisfaction. 

For high-volume, low-complexity processes like checking on the status of a claim, Airkit offers self-serve flows that let customers get answers to their questions fast, without any agent intervention required. Here’s how it works. 

Gathering Information Faster

Airkit gives customers access to self-serve flow that allows healthcare companies to gather their information faster and more seamlessly than an agent could over the phone. Simply by clicking a link they receive via text or email, a customer can securely enter in their first name, last name, and phone number to receive claims status alerts. 

Airkit ferries the information your customer provides to your backend database or CRM system to double check your customer is who they say they are and fetch the information your customer is after. 

Determining Claims Status 

After Airkit checks against your system of record to ensure its serving up the right claim, your customer can view the status of their claim on their phone. If the claim is in process, they can see what stage of that process it’s in. If the claim has been approved, they’ll be able to review key details like when it was approved and what their financial reimbursement looks like. If the claim has been denied, your customer can schedule a call with member services from the Airkit flow to discuss why the claim was denied. 

These UX tweaks like in-app, self-serve appointment scheduling can have a tremendous effect on CSAT. By providing a customer an immediate recourse to address their claim, without taking up more of their time by having them wait on hold, the customer feels more seen and heard. 

Once the appointment is confirmed, your customer can add that event to their calendar or download the calendar invite. 

Airkit gives health insurance companies the digital CX platform and flexibility to evolve their customer experiences. Whether you’re digitizing formerly analog processes, or building new workflows on the infrastructure you already have in place — Airkit can help you make your business more efficient and your customers more satisfied. 

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