Healthcare Monitor2016 Gold Medal Winners

Corporate Insight provides competitive intelligence, consulting and user experience research to the nation'sleading insurers, financial services firms and educational institutions. For more than two decades, the firm haspublished customer experience-focused research and has advised clients on key competitive issues with a focuson helping them improve their digital capabilities. The firm offers subscription-based Monitor services in 14verticals, including healthcare, alumni relations and brokerage, along with custom research and consulting services,digital capabilities audits, special studies and UX research.

The firm’s latest research service, Healthcare Monitor, examines the digital member experience of more than 30leading group health insurance firms, providing subscribers a unique, firsthand analysis of the industry’s onlinecapabilities, including web usability, account management, billing, claims, mobile capabilities, social media strategy,tools, educational content and wellness programs.

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As the curtains close on 2016, we present the first annual Healthcare Monitor Awards, offering an analysis of thestate of the health insurance industry in terms of the best digital resources and features that lead the onlinemember experience. This year, we benchmark industry leaders across six critical categories, awarding gold, silverand bronze medals, based on how well firms meet our criteria.

The Gold Medal is reserved for capabilities that offer an exceptionally valuable and comprehensive service tomembers in a user-friendly, well-designed interface. We award a Silver Medal for resources that offer strongfunctionalities while suffering from a few small flaws. Finally, a Bronze Medal goes to resources that, thoughimperfect, offer members an excellent or uniquely valuable service.

In the first annual Healthcare Monitor Awards, we compared the member websites of our coverage health plansacross six categories: Coverage and Benefits, Claims Details, Plan Balances, Locators and Estimators, PersonalHealth Records, and Health and Wellness Educational Centers.

Healthcare Monitor Awards

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Medal Chart

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Firm Medal Count

Aetna

Anthem BCBS

BCBS of Illinois

BCBS of Massachusetts

CareFirst BCBS

Cigna

Empire BCBS

Harvard Pilgrim

Humana

Kaiser Permanente

UnitedHealthcare

Category Overview

Promote Your Firm’s 2016 Monitor Awards!Corporate Insight is happy to assist all award-winning firms in promoting their honors. For more

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Coverage and Benefits

Claims Details

Plan Balances

Locators and Estimators

Personal Health Records

Health and Wellness Educational Centers

A firm understanding of the benefits received and the services covered from a member’s specific plan is essentialfor health insurance members. In this category we examine the information and organizational structure thathealth plan providers offer members to help them understand their plans’ coverage and benefits services. Weevaluate member websites on the findability of coverage and benefit details, depth of coverage details and benefitdetails, format of content, and download and print options.

Coverage and Benefits

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BCBS of Massachusetts earns gold in the Coverage and Benefitscategory by providing its members with a stellar selection ofcoverage and benefits details coupled with easy findability andvalue-added capabilities on its MyBlue member site, as well as adownloadable schedule of benefits document with coveredservices details, plan balances and limits.

Based on a recent survey, looking up claims information is the second most popular activity on the member site,next to checking plan coverage and benefits. In this category, we offer accolades to health plans that supply a gooddeal of claims details on the member site with multiple options to manage medical financial responsibilities. Healthplans should present claims details and information in a manner that best helps members understand theirinsurance benefits as they relate to medical services costs, charges and payments.

Claims Details

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UnitedHealthcare earns a gold medal for providing one of themost robust and detailed views of member medical costs,offering extensive claims details with management capabilitiesand a graphical breakdown of costs, as well as help resourcesand claim payment options for members with an out-of-pocketresponsibility.

Most health insurance plans provide deductible and out-of-pocket maximum amounts, which correspond to limitson how much members pay for health expenses before their plans start to kick in. To help members track theirexpenses relative to their deductible or out-of-pocket maximum amounts, health insurers offer plan balanceinformation on their member sites. For this category, we consider how easy it is to find the information upon login.We also look for detailed calculations and breakdowns of plan balances for both current and previous cycles.

Plan Balances

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CareFirst BCBS has the greatest advantage relative to theindustry average for findability, depth of content and formatattributes of plan balance info.

In assessing this category, we look at provider locator tools and services cost estimators. Health professionallocators are highly valued by members, with 71% of survey respondents saying these are “very important” or“extremely important.” Cost estimators are extremely useful, providing more clarity on how much members canexpect to pay out-of-pocket. We look at a number of attributes, including how easy it is for members to locate bothresources on the member site. For provider locators, we look at the range of health professional types that can besearched and features that help members narrow results.

Locators and Estimators

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BCBS of Illinois and BCBS of Massachusetts both take the goldmedal. By keenly partnering with Vitals, the firms are able toprovide a tool that combines the healthcare services costestimator and provider locator into one resource, something weconsider a best practice. The tools excel in a number ofattributes, specifically the depth of inputs, overall design, ease ofuse and several value-added features.

In this category, we look at the personal health records and health history information that plans offer on theirmember sites. Personal health record data is sourced from filed claims, information entered manually by membersor information synced from health trackers. Personal health records are an excellent source of information formembers as they pertain to their health history and can give medical care providers more insight into a patient’spersonal health story. We value personal health records that are highly organized, comprehensive and adaptable,offering members control over how their information is accessed, used and disclosed.

Personal Health Records

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The gold medal goes to Anthem BCBS, Cigna and Empire BCBS,which all employ WebMD’s Health Records platform. HealthRecords provides excellent content depth of the user’s personalinformation, immunizations, medications, allergies, tests,procedures and doctor visits. The WebMD-powered interfaceexcels in content management functionalities as well as print,download and share options.

Knowledge databases are online medical encyclopedias and glossaries that members can use to research medicaltopics like diseases, treatments and medications. The resources are essential to members who seek preventivehealthcare information. For this category, we examine how easy it is to locate the knowledge database and tonavigate the content within. We consider the range of topics available, as well as the depth and format of content.We assess functionality and usability of interactive symptom checkers. We also look for other value-added features,such as email or social media sharing and download or print capabilities.

Health and Wellness Educational Centers

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BCBS of Massachusetts receives the gold medal for its nicely-designed platform with excellent findability, range and depth oftopics.

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Contact Us

Analyst

Healthcare Monitor

646-751-6971

jsantana@corporateinsight.com

Jose Santana