Welcome!

News Feed Item

Research from Xerox Services Uncovers Consumer Challenges ahead of Open Enrollment Period

The annual open enrollment period is a critical financial and health decision point for the year to come. New research from Xerox (NYSE: XRX) Services, however, shows that 79 percent of U.S. adults would find it valuable to easily connect with someone with a healthcare background (e.g., doctor or nurse) to answer relevant health insurance questions. Yet, only 18 percent of health insured Americans who have had a conversation with their health insurer actually spoke with someone who had a healthcare background during their last conversation.

This Smart News Release features multimedia. View the full release here: http://www.businesswire.com/news/home/20161019005090/en/

Open enrollment kicks off November 1 - see what Americans want, don't have and need this season. (Gr ...

Open enrollment kicks off November 1 - see what Americans want, don't have and need this season. (Graphic: Business Wire)

The research is a result of a survey among 2,000 U.S. adults conducted online in September 2016 by Harris Poll on behalf of Xerox.

In addition, nearly a quarter (22 percent) of Americans who plan to participate in open enrollment this year – which for many lasts from Nov. 1, 2016 to Jan. 31, 2017 – have not decided which coverage plan they will select. Moreover, nine percent admit they are not sure because they don’t understand their options and 24 percent admit they have felt frustrated with the overall open enrollment process.

“Offering access to healthcare professionals is one way insurers can grab their share of the undecided votes this open enrollment season – both by retaining current and adding new members,” said Connie Harvey, chief operating officer, Xerox Healthcare Business Group. “Consumer expectations for meaningful communication is ever increasing and putting significant strain on health insurers to meet the unique challenges of the consumer.”

Xerox’s Care Integration Services (XCIS) helps insurers by providing a holistic view of all relevant member data for healthcare professionals who are fielding member calls. The solution allows professionals to have easily searchable and relevant member data at their fingertips, allowing them to best answer individualized member questions from open enrollment through the onboarding process.

This not only improves the member experience, but also promotes overall member health by allowing insurers to identify conditions early on via pinpointed risk factors, assist members in managing of chronic medical conditions and maintain overall wellness by providing individualized health itineraries.

Access to Health Information is Lacking

The research also found that over half of Americans (56 percent) expect a health insurance representative to have most or all of their personal health information from medical records on hand if they were signing up or changing health insurance. Yet, only 19 percent of health insured Americans who have had a conversation with their health insurer said the representative was prepared with this information during their last conversation.

“Health insurers are missing the mark because they aren’t ready to answer questions when the consumer calls,” said Harvey. “With a little preparation they could be winning those undecided customers over to their health plan.”

Overall, only 51 percent of health insured Americans who have had a conversation with a health insurance representative were satisfied with the interaction or outcome of the conversation with their insurer.

Other key survey results include:

  • Twenty-three percent of Americans who have health insurance do not feel confident that they are making the best choice for themselves and/or their family when selecting health insurance.
  • More than half (51 percent) of Americans would prefer to sign up for health insurance through online forms, while only one in 10 would choose paper-based solutions (11 percent) or via the phone (10 percent), and one in five would prefer in person (23 percent).
  • The top things Americans who plan to participate in 2016 open enrollment will look at when making a decision on health insurance are the monthly premium prices (63 percent); co-pays/co-insurance (52 percent) and deductible amount (50 percent.)

2016 Xerox Services Consumer Open Enrollment Survey was conducted online within the United States by Harris Poll on behalf of Xerox from September 13-15, 2016 among 2,080 U.S. adults ages 18 and older, among whom 1,937 currently have health insurance. This online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated. For complete survey methodology, including weighting variables, please contact Erin Isselmann, [email protected].

Click to Tweet

Xerox Healthcare helps healthcare organizations focus on improving lives through better, more affordable and accessible care by designing processes that work for the people delivering, enabling and receiving care.

About Xerox

Xerox is helping change the way the world works. By applying our expertise in imaging, business process, analytics, automation and user-centric insights, we engineer the flow of work to provide greater productivity, efficiency and personalization. Our employees create meaningful innovations and provide business process services, printing equipment, software and solutions that make a real difference for our clients and their customers in 180 countries. On January 29, 2016, Xerox announced its plans to separate into two independent, publicly traded companies – Xerox Corporation, which will be comprised of the company’s Document Technology and Document Outsourcing businesses, and Conduent Incorporated, a business process services company. Learn more at www.xerox.com.

Note: To receive RSS news feeds, visit https://www.news.xerox.com. For open commentary, industry perspectives and views visit http://twitter.com/xerox, http://www.linkedin.com/company/xerox, http://simplifywork.blogs.xerox.com, http://www.facebook.com/XeroxCorp, http://www.youtube.com/XeroxCorp.

Xerox® and Xerox and Design® are trademarks of Xerox in the United States and/or other countries. Conduent is a trademark of Xerox Business Services, LLC in the United States and/or other countries.

More Stories By Business Wire

Copyright © 2009 Business Wire. All rights reserved. Republication or redistribution of Business Wire content is expressly prohibited without the prior written consent of Business Wire. Business Wire shall not be liable for any errors or delays in the content, or for any actions taken in reliance thereon.

Latest Stories
SYS-CON Events announced today that TidalScale, a leading provider of systems and services, will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. TidalScale has been involved in shaping the computing landscape. They've designed, developed and deployed some of the most important and successful systems and services in the history of the computing industry - internet, Ethernet, operating s...
Coca-Cola’s Google powered digital signage system lays the groundwork for a more valuable connection between Coke and its customers. Digital signs pair software with high-resolution displays so that a message can be changed instantly based on what the operator wants to communicate or sell. In their Day 3 Keynote at 21st Cloud Expo, Greg Chambers, Global Group Director, Digital Innovation, Coca-Cola, and Vidya Nagarajan, a Senior Product Manager at Google, will discuss how from store operations...
Though cloud is the future of enterprise computing, a smooth transition of legacy applications and systems is critical for seamless business operations. IT professionals are eager to start leveraging the cost, scale and other benefits of cloud, but with massive investments already in place in existing infrastructure and a number of compliance and resource hurdles, it can be challenging to move to a cloud-based infrastructure.
In his general session at 21st Cloud Expo, Greg Dumas, Calligo’s Vice President and G.M. of US operations, will go over the new Global Data Protection Regulation and how Calligo can help business stay compliant in digitally globalized world. Greg Dumas is Calligo's Vice President and G.M. of US operations. Calligo is an established service provider that provides an innovative platform for trusted cloud solutions. Calligo’s customers are typically most concerned about GDPR compliance, applicatio...
Widespread fragmentation is stalling the growth of the IIoT and making it difficult for partners to work together. The number of software platforms, apps, hardware and connectivity standards is creating paralysis among businesses that are afraid of being locked into a solution. EdgeX Foundry is unifying the community around a common IoT edge framework and an ecosystem of interoperable components.
We all know that end users experience the Internet primarily with mobile devices. From an app development perspective, we know that successfully responding to the needs of mobile customers depends on rapid DevOps – failing fast, in short, until the right solution evolves in your customers' relationship to your business. Whether you’re decomposing an SOA monolith, or developing a new application cloud natively, it’s not a question of using microservices – not doing so will be a path to eventual b...
In a recent survey, Sumo Logic surveyed 1,500 customers who employ cloud services such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud Platform (GCP). According to the survey, a quarter of the respondents have already deployed Docker containers and nearly as many (23 percent) are employing the AWS Lambda serverless computing framework. It’s clear: serverless is here to stay. The adoption does come with some needed changes, within both application development and operations. Tha...
SYS-CON Events announced today that IBM has been named “Diamond Sponsor” of SYS-CON's 21st Cloud Expo, which will take place on October 31 through November 2nd 2017 at the Santa Clara Convention Center in Santa Clara, California.
In his Opening Keynote at 21st Cloud Expo, John Considine, General Manager of IBM Cloud Infrastructure, will lead you through the exciting evolution of the cloud. He'll look at this major disruption from the perspective of technology, business models, and what this means for enterprises of all sizes. John Considine is General Manager of Cloud Infrastructure Services at IBM. In that role he is responsible for leading IBM’s public cloud infrastructure including strategy, development, and offering ...
Infoblox delivers Actionable Network Intelligence to enterprise, government, and service provider customers around the world. They are the industry leader in DNS, DHCP, and IP address management, the category known as DDI. We empower thousands of organizations to control and secure their networks from the core-enabling them to increase efficiency and visibility, improve customer service, and meet compliance requirements.
In his session at 21st Cloud Expo, Michael Burley, a Senior Business Development Executive in IT Services at NetApp, will describe how NetApp designed a three-year program of work to migrate 25PB of a major telco's enterprise data to a new STaaS platform, and then secured a long-term contract to manage and operate the platform. This significant program blended the best of NetApp’s solutions and services capabilities to enable this telco’s successful adoption of private cloud storage and launchi...
Join IBM November 1 at 21st Cloud Expo at the Santa Clara Convention Center in Santa Clara, CA, and learn how IBM Watson can bring cognitive services and AI to intelligent, unmanned systems. Cognitive analysis impacts today’s systems with unparalleled ability that were previously available only to manned, back-end operations. Thanks to cloud processing, IBM Watson can bring cognitive services and AI to intelligent, unmanned systems. Imagine a robot vacuum that becomes your personal assistant tha...
Transforming cloud-based data into a reportable format can be a very expensive, time-intensive and complex operation. As a SaaS platform with more than 30 million global users, Cornerstone OnDemand’s challenge was to create a scalable solution that would improve the time it took customers to access their user data. Our Real-Time Data Warehouse (RTDW) process vastly reduced data time-to-availability from 24 hours to just 10 minutes. In his session at 21st Cloud Expo, Mark Goldin, Chief Technolo...
The next XaaS is CICDaaS. Why? Because CICD saves developers a huge amount of time. CD is an especially great option for projects that require multiple and frequent contributions to be integrated. But… securing CICD best practices is an emerging, essential, yet little understood practice for DevOps teams and their Cloud Service Providers. The only way to get CICD to work in a highly secure environment takes collaboration, patience and persistence. Building CICD in the cloud requires rigorous ar...
Cloud Expo, Inc. has announced today that Andi Mann and Aruna Ravichandran have been named Co-Chairs of @DevOpsSummit at Cloud Expo Silicon Valley which will take place Oct. 31-Nov. 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. "DevOps is at the intersection of technology and business-optimizing tools, organizations and processes to bring measurable improvements in productivity and profitability," said Aruna Ravichandran, vice president, DevOps product and solutions marketing...