Case Study: a health insurance company reduces payment wait times with Alacriti’s OrbiPay

Health Insurance Company Accommodates Membership Surge with New Automated Capabilities

A health insurance company experienced a massive surge in membership and call volume due to the new healthcare law, leading to customer wait times of up to two hours to make a payment. To address this urgent challenge, they partnered with Alacriti for an automated payment solution.

Alacriti implemented its OrbiPay solution within just two weeks, enabling customers to make payments online or via IVR. This allowed the company to process over 2 million payments, eliminating the need for agents to handle transactions. The solution shifted payments back to lower-cost ACH methods, resulting in significant savings for the health insurance company and greatly improved customer satisfaction.