Case Study: US-Based For-Profit Health Insurance Company achieves higher answer rates with Hiya Connect

A medication therapy management provideris verifying more patient prescriptions and providing better care

US Based For-Profit Health Insurance Company, a nearly 50 million-member U.S. health insurer, needed a better way to reach members with time-sensitive calls about COVID-19 testing and coverage. With calls being flagged as spam and only about 2% of attempts getting picked up, the company was making up to seven call attempts just to connect with members. Hiya’s branded calling solution, Hiya Connect, was used to help establish trust and improve answer rates.

With Hiya Connect, members could clearly see their insurer was calling, which improved pickup rates and engagement. Hiya reported a 38% improvement in member answer rate, a 74% lift in average call duration to more than two minutes, and 75% of calls being answered within just two attempts.