Case Study: Humana achieves clearer member statements and $10M in savings with Messagepoint

Humana - Customer Case Study

Humana, one of North America’s largest health benefits companies serving over 9 million members, needed to make complex plan information understandable and actionable for consumers. To create an industry-first family of member-friendly statements, Humana partnered with Messagepoint to design clearer, plain-language communications, including the SmartSummary and a wallet-sized Humana Rx Record On-the-Go.

Messagepoint worked with Humana’s Integrated Customer Experience team—using member research, targeted messaging, design, and the Messagepoint software platform—to deliver SmartSummary and related tools. The initiative doubled coupon redemption, saved $10 million by eliminating other mailings, drove a 17% increase in benefits sales, a 14% rise in member retention, and a 42% shift from brand to generic drugs (vs. a 10% norm); SmartSummary also won a Stevie product award.

Humana

Dari Conn

Implementation & Integration Manager Integrated Consumer Experience