ARE YOU READY FOR PPACA?

5 QUESTIONS TO ASK YOURSELF:

Accessibility & Availability

How EASY is it to �nd your company’s

online self-service?

Relevancy

Findability (of Searched-for Content)

Escalation

Feedback

Can customers easily �nd the information they’re looking for?

Is the customer presentedwith other contextually-

relevant information?

SeniorCoverage

Plans

Disability

Prescriptions

Care

Can customers escalate their calls from a self-service channel to other channels

seamlessly?

Is an easy-to-use customer feedback mechanism integrated into your online self-service experience?

Customer service, particularly self-service,will be a make-or-break issue for the success

of the PPACA, both for healthcare provider rollout and for consumer adoption.

39%visit a website

20%speak with an

insurance agent

HOW WILL CONSUMERS GET THE INSURANCE

INFORMATION THEY NEED?

24%call the

call center

Most insurance websites aredoing a poor job of educating

prospective customers about their respective healthcare options

ExtremelyPoor ExcellentPoor Good

Areas where insurance websites are the weakest

?03383 14604 3984

Product Information

POLICY

Research Help Site Search

ARE HEALTH PLAN SITES READY TO DEAL WITH THE

45 MILLIONPLAN SHOPPERS COMING ON BOARD BY

JANUARY 1ST, 2014?

PPACAPatient Protection and

Affordable Care Act

Almost 50%

don`t have enough information to understand how

it a�ects their

own families

? ? ? ?

4 out of 10Americans

are unaware PPACA is being implemented 1

2

3

4

5

6

Why the insurance industry won’t be preparedwhen uninformed and confused consumers

turn to the web for answers

5 TIPS TO AID YOURCUSTOMER SERVICEDURING ENROLLMENT

THE AFFORDABLECARE ACT

Data Sources

For more information on how virtual agents canhelp insurance companies deliver an exceptional web self-service experience visit:www.intelliresponse.com

“Kaiser Health Tracking Poll: April 2013.” Kaiser Family Foundation. April 30, 2013. <http://kff.org/health-reform/poll-finding/kaiser-health-tracking-pollapril-2013/>

1, 2

Young, Jeff. “Uninsured Americans 2012: More than 45 Million Lacked Health Insurance Last Year,CDC Reports”. Huffington Post. March 21, 2013. <http://www.huffingtonpost.com/2013/03/21/uninsured-americans-2012_n_2918705.html>

6

2013 US Health Insurance Plan Online Sales Ranking, Forrester Research, Inc., August 5, 2013.3, 4, 5