APRIL TO JULY 2020 WRAP-UP
A wrap-up of our 2020 COVID digital listening shows health insurers focus on digital, accessible, whole-person member care to mitigate the impact of COVID-19.
- Telehealth adoption grew quickly from member demand for safe, socially distant care
- Some 50% of health insurance members experience a lack ooutreach from insurers during the pandemic
- As consumers lost their jobs and income, insurers removed traditional barriers to care
- And more…
7.10 – 7.23 BRIEFING
- CVS Health is launching awareness initiatives to promote the safe return to primary care clinics.
- Insurers are expanding virtual care options for members, including behavioral health care.
- Insurers have seen an increased interest and adoption of wellness programs during the pandemic.
6.12 – 6.25 BRIEFING
- Insurers are expanding investments in health and food programs to improve the health of vulnerable populations impacted by COVID-19.
- COVID-19 has spurred organizations to fast-track data-sharing programs that will improve health care coordination and reduce the overall cost of care.
- Small businesses cite increased desire to provide comprehensive health coverage to their employees amidst the pandemic, despite a slowing economy.
5.29 – 6.11 BRIEFING
- Anthem is providing public decision-makers with digital tools that translate insurer data into actionable insights to help them safely reopen amidst COVID-19.
- Insurers are continuing to bolster COVID-19 testing infrastructure as they prepare for the long-term impact of the pandemic.
- Insurers expanded COVID-19 treatment cost waivers and continue to provide premium relief to their commercial and individual members.
5.15 – 5.28 BRIEFING
- Insurers are developing playbooks and offering guidance to help employers reopen offices during this unprecedented time.
- Consumers fail to see the value of their health plans during COVID-19, citing lack of communication from insurers.
- Many consumers are hesitant to return to in-person healthcare for fear of getting sick, showing the importance of virtual care accessibility.
5.01 – 5.14 BRIEFING
- Insurers continue to recognize the need to accommodate members’ emotional health by introducing supportive programs.
- Cigna is removing barriers to care for members by establishing a program to eliminate surprise billing for COVID-related care and beyond.
- Nevada will reward insurance agents for effective social distancing marketing and outreach strategies, as many grapple with understanding new sales and outreach best practices.
4.24 – 4.30 BRIEFING
- Insurers are implementing AI chatbots to digitally provide the public with essential health information.
- Consumers are experiencing unexpected costs when using telehealth services during the pandemic, causing mistrust of health insurance companies.
- Insurers are easing cumbersome regulations, like prior authorization requirements, to improve access to care during the COVID-19 crisis.
4.17 – 4.23 BRIEFING
- Some insurers are coordinating text alerts to inform and target vulnerable communities.
- Insurers predict low financial costs during the pandemic, as many people avoiding health care.
- Hospitals across the U.S. have furloughed thousands of employees as consumers delay elective surgeries and other non-essential services.
4.10 – 4.16 BRIEFING
- Telehealth services have hit mainstream use and will continue to stay relevant and necessary after the pandemic.
- Carriers are funding social determinants of health to support vulnerable communities and improve health outcomes during the COVID-19 crisis.
- As millions of people lose their employer-sponsored health insurance, state marketplaces are removing traditional enrollment barriers to help people receive coverage.
4.03 – 4.09 BRIEFING
- Insurer cost-waiving of COVID-19 treatment is quickly becoming status quo to encourage members to seek care.
- Insurance companies are accelerating payments to providers as many hospitals suffer financial losses.
- The COVID-19 pandemic has amplified consumers’ desire for behavioral health resources and carriers are responding with new benefits.
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