The pressure is really on for health insurers. Changes in both curative and long-term healthcare are moving at a fast pace and quality requirements are rising. There is simultaneously a major political drive to curb the exponentially rising costs of healthcare. Meanwhile, health insurers also want to serve their customers as well as possible through all the possible channels in order to be competitive. Despite the fact that they are increasingly successful in this endeavour, the sector still struggles from having a negative image.
To improve the customer experience and reputation of health insurers, a close look is being taken at how they perform their number-one task: to procure good-quality healthcare for reasonable costs. The cornerstone of curbing the costs of performing their task is the efficiency of internal processes and the prevention of fraud. The balance between the income from premiums and a reasonable level of costs is primarily determined by good healthcare procurement, which is becoming increasingly complex.
In order to be innovative and respond better to individual customer needs, health insurers can gain great insight and applied knowledge from the customer data they already have. There are stringent rules in the industry on how to handle customer data, the key question being whether or not it serves the interests of the customer. The General Data Protection Regulation offers more scope to use Big Data. Such Big Data is also ideal to use to be able to better forecast healthcare demand.
Insight into value creation
Point on the horizon
Optimum customer experience
Building the house
Making yourself at home
Impact of new legislation
Establishing privacy frameworks
9 April 2018
It isn’t a huge surprise that the concept of Value-Based Healthcare (VBHC), introduced in 2006 by... read more