Case Study: Humana reduces care costs and disenrollment while improving customer experience with SundaySky's SmartVideo Platform

Humana - Customer Case Study

Humana partnered with SundaySky to simplify Explanation of Benefits communications for existing members. The challenge was to make post-claim statements clearer and more actionable—reducing confusion, disengagement and avoidable costs while improving overall customer experience and retention.

Using SundaySky’s SmartVideo Platform, Humana sends personalized videos by email after services are paid that highlight key charges, suggest cost-saving alternatives (like generics and mail order), and provide wellness tips and tools. The approach reduced related care costs, lowered disenrollment, and strengthened customer experience and brand impact.

Humana