Case Study: Health Insurance Industry improves member onboarding with TTEC

Health Insurance Industry - Customer Case Study

TTEC worked with a health insurance company in the U.S. that wanted to become more member-centric as consumers gained more choice and control over healthcare. The customer needed a better way to engage members from the start of the relationship, reduce churn risk, and create a stronger, more trusted onboarding experience.

TTEC helped the health plan assess its current member onboarding process and identify about 100 improvement opportunities, then re-architect the future-state member experience across pre-enrollment, enrollment, and post-enrollment. The solution included personalized welcome kits, improved communication and engagement, and a roadmap built around six capability areas: Learn, Welcome, Educate, Navigate, Integrate, and Help. As a result, the company improved member satisfaction and earned multiple service and quality awards, including recognition in the latest J.D. Power Member Health Plan Study.