Healthcare Retention Case Study

Challenge

A U.S. insurer sought to reduce its termination rate to 18 percent from 21 percent – in order to improve product revenue in its over-65 population. Members were defecting for a variety of reasons, including buyer’s remorse, the policy did not meet their needs, or a misunderstanding of policy benefits and cost.

Solution

ConnextionsHealth developed and launched an integrated Member Retention approach combining proactive, regularly scheduled outreach campaigns and a save desk. The program was staffed by up to 50 licensed insurance agents and professional customer service representatives who specialize in member retention and are supported with bConnected CRM analytics. More than 100,000 members received four outbound calls per year with educational information and personalized messaging.

Results

Rapid disenrollment rates have fallen sharply, as a result of member education during the acquisition phase and regularly scheduled personal touches to maintain persistency.