As technology is growing roots in the insurance sector, many healthcare insurance companies now provide mobile applications. This proves to be a lucrative approach as it ensures optimum client satisfaction by allowing customers the ease of access and transparency in the insurance process.
Healthcare insurance apps pay heed to the increasing healthcare requirements of the customers and help them to fulfill their basic health-related necessities with just a few taps on the mobile screen. This, in turn, facilitates the growth of the insurance industry and helps them acquire loyal customers.
"By 2020, the annual growth rate of the mobile health market is expected to be around 41 percent. And with the exponential increase in the mobile health market, the digital health market will reach over 200 billion USD by 2020".
• 77% – Our customers have expressed a desire in mobile experiences
• 66% – We are trying to expand our current products or services
• 62% – The future is going to be mobile-driven and we want our business to be ready
• 51% – We need mobile technology to make our internal processes more efficient
What consumers expect from a mobile experience?
According to a survey, nearly half of the consumers (48%) rate convenience as the most dominating factor of good mobile customer experience across industries. This is followed closely by security (46%) and speed (42%).
Many insurance customers feel that they do not have access to crucial information at the time of requirement, or that a proper communication channel is missing between them and the insurance agent. The introduction of mobile applications has eliminated these pain points for many customers.
As per the research, “In order to address the issue of speed, 81% are interested in offering mobile payments, 60% in claims assistance and 58% in policy quotes. Likewise, to improve daily access to insurance information, 62% of respondents would be interested in offering policy management via mobile, 62% in alerts and notifications and 51% in live chat with customer care representatives.”
How mobile app helps solve significant problems in the US healthcare sector?
Following are some commonly faced pain points by the consumers which can be effectively addressed by the use of mobile applications in the health insurance industry -
1. Helps to get rid of copious paperwork
Traditionally, the insurance process has been known for an ample amount of paperwork, long waiting hours, and queues. Insurance healthcare applications provide a suitable platform to get insurance, receive coverage, and make appointments. They also allow the customers to fill insurance documents online, reducing the paperwork.
2. Assists in choosing the right policy
In the US, four types of insurance policies are available, that is – bronze, silver, gold, and platinum. As there is no specific service to help the customers choose a plan which fits their healthcare requirements, the procedure becomes complicated. Mobile applications solve this problem by evaluating user information and suggesting the most suitable healthcare insurance plan.
3. Helps in finding a reliable doctor
The healthcare system is unorganized and disunified. Therefore, many customers with or without healthcare insurance find it difficult to search for a reliable doctor. Previously, patients having insurance searched for doctors using a directory. With the introduction of powerful mobile applications, it has become easier for the patients to search for relevant doctors online and make appointments with a few taps on their mobile screens.
There are many benefits which the use of mobile applications provides. Some of them are -
1. Helps in decision making for insurance plans
Modern healthcare insurance mobile applications provide an appropriate questionnaire for the customers so that they can choose from various customized insurance plans based on their requirements. They facilitate an informed decision as they ensure transparency in insurance plans information.
2. Easy payments
Insured users often tend to lose their insurance coverage by not paying the premiums on time. Complicated payment methods are one of the reasons why this could happen. Mobile applications provide in-app payment methods so that customers can easily pay their premiums without any hassle. They also have an auto-pay feature, which ensures timely payments.
3. Doctor-patient communication
Apart from easy appointment bookings, healthcare insurance mobile applications also provide chat and call facilities so that patients can communicate with their doctors in situations requiring quick help. These applications also allow you to share photos so that your issues can be better addressed.
4. Easy search for medications
While most insurance companies cover prescriptions, they also have collaboration with many pharmacies. Mobile applications let you search for medications through all these pharmacies so that you can get access to the medication you need from your nearest pharmacy.
5. Checking symptoms
A feature that is widely popular and is used in healthcare mobile applications is symptom checker. This feature prompts the customer with some fundamental inquiries to make an initial determination before visiting a specialized doctor. Hence, this helps the patients if they cannot chat, call, or visit the doctor instantaneously. Based on the answers, it also gives advice on which doctor to visit.
6. Access to important documents
Mobile applications give you easy access to all your important documents like prescriptions and lab results. Such information can be stored and shared with doctors without any hassle using mobile apps. Your data is highly encrypted so that it is never misused.
Push notifications can be implemented using healthcare mobile applications which keeps the users updated about their insurance claim process, doctor visits, and expiration dates. These reminders ensure that users do not miss out on critical events.
Rules to be pursued for creating a health insurance application
The security assurance of client information is one of the most essential focuses when you consider medical coverage application development.
✓Your application needs to agree to HIPAA (Health Insurance Portability and Accountability Act of 1996), if it works in the US. It directs guidelines for storing and handling delicate patient information. The official website of the US Department of Health & Human Services lists all the requirements for apps running in the US.
✓GDPR(General Data Protection Regulation) compliance is necessary if your application operates in the EU countries.
✓It is required to follow the Personal Information Protection and Electronic Documents Act in Canada and the Data Protection Act is applicable in the UK region.
✓PCI-DSS( Payment Card Industry-Data Security Standard) compliance is also mandatory if your application inculcates a payment gateway, and hence, processes and stores customers payment card data.
It is evident that creating a health insurance application is quite a testing task. To start with, it is crucial to thoroughly examine the scenario in your area’s healthcare sector and then deduce what laws are required to be pursued. Next, incorporate the core elements and establish a strong ecosystem of healthcare professionals and consumers in order to create a health insurance application.