By Julie Miller
May 3, 2014 – Consumers increasingly want more from their health insurers, and insurers are scrambling to meet those expectations. Growing exchange markets—public and private—are driving a new focus on the individual segment and the need for better customer-service capabilities. “Health plans are not good at dealing one-on-one with consumers, but it’s finally on their radar screens,” says Paul Lambdin, Deloitte director. According to a new Deloitte survey, consumer-experience investments are high on health plans’ priority lists as they aim to attract and retain individual consumers. Forty-one percent of survey respondents said that consumer experience was a critically important investment area, while another 50% rated it as highly important.