It's a fact that most people do not understand their health insurance benefits. And an uninformed customer is almost always an unhappy one.

In addition to the complexity of the industry, which discourages understanding, poor customer communications magnifies the issue. A one-size-fits-all mailer with pages of content explaining policies and benefits that may not be relevant to each person should no longer be the status quo.

Carriers and providers alike should be taking steps to do a better job of educating and communicating with them since it is key to providing a positive customer experience. The rise of technology creates new ways for insurers to engage with customers and clearly articulate benefits, while providing personalized communications.

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