Embracing digital & transforming customer communications for the post COVID world

Health insurance virtual roundtable   |   2nd June  |  11:00am  

 

Embracing digital & transforming customer communications for the post COVID world

Driving customer engagement, creating competitive advantage and improving profitability

For private health insurers, the days of waiting for customers to engage with their services are gone. The focus now is on value drivers such as enhancing the customer experience, proactive wellness promotion, improving the claims process and member engagement.

  • But how do health insurers proactively communicate with their membership base?
  • How do they deepen and extend the existing customer relationship to create real engagement, not just in the claims process, but throughout the lifetime of the policy?
  • How do they effectively accommodate the increasingly varying and multi-channel communication preferences within the diverse demographic of their member base?

This is an invitation only virtual round table discussion, where the emphasis will be on interaction, discussion and benchmarking. We'll be asking no more than 8 people to particpate and contiribute to the discussion, which will be a zoom call faciliated by TIN.

We'll dive into how health insurers can embrace digital transformation and ‘move from communications to conversations’, truly engaging their members in an ongoing dialogue throughout the entire customer lifecycle - resulting in enhanced engagement, long term loyalty and an improved member experience.

 

 

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Gordon Henderson
Divisional Vice President, Sales & Marketing
HCA Healthcare International
John Paul Edwards
Chief Digital & Information Officer
Foresters Financial
Sponsored by: 

AGENDA

11:00 Introduction by the chair
11:05 Discussion

Format and focus

Whilst we are inviting JP Edwards of Foresters Financial and Gordon Henderson of HCA to lead the discussion we will be asking everyone to contribute to the round table and come along ready and willing to share current concerns, challenges and insights into how to approach them.

Topics to be discussed could include:

  • Catering to millennials and baby boomers and everyone in between: engaging multiple age groups
  • Leveraging digital to transform health insurance communications to healthcare conversations
  • Understanding changing customer service level expectations to drive value
  • Reducing the reliance on traditional print/postage communication and moving to digital-first experiences, especially in claims
  • Effectively handling healthcare communications across multiple languages and jurisdictions
  • Providing a consistent brand experience across the policyholder lifecycle

Panelists

 

Gordon Henderson
Divisional Vice President, Sales & Marketing
HCA Healthcare International

 

John Paul Edwards
Chief Digital & Information Officer
Foresters Financial
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