Case Study: UnitedHealthcare achieves improved member understanding and retention with SundaySky's SmartVideo Platform

UnitedHealthcare - Customer Case Study

UnitedHealthcare needed a clearer way to help policyholders understand how a recent claim was processed and what they owed—especially for first-time claimants or claims over $100—at the moment they access their post-authenticated claims page. Confusion about benefits and billing was harming customer experience and engagement.

Using SundaySky’s SmartVideo Platform, UnitedHealthcare delivers a personalized, under-three-minute video on the claims page that walks members step-by-step through how their claim was processed and the exact amount due. The approach leaves members feeling informed and empowered and drives business impact: increased retention, reduced related care costs, improved customer experience, and positive effects on J.D. Power ratings.

UnitedHealthcare