Case Study: UnitedHealthcare achieves higher policyholder retention and smoother onboarding with SundaySky's SmartVideo Platform

UnitedHealthcare - Customer Case Study

UnitedHealthcare needed a better way to welcome new Consumer Driven Health (CDH) policyholders and reduce early confusion and “gotchas” that hurt satisfaction and retention. The challenge was to make onboarding clear and timely the first time a member accessed their account portal.

UHC implemented SundaySky’s SmartVideo welcome and onboarding solution as a compulsory, personalized video on first login (with optional access later) to explain coverage and plan mechanics. The approach reduced new-member pain points, improved customer experience and brand perception, and drove higher retention, policy renewal rates, and greater long-term customer value.

UnitedHealthcare