With 2017 coming to a close, we present the second annual Healthcare Monitor Awards, offering an analysis of the state of the health insurance industry in terms of the best digital resources available to members. This year we benchmark industry leaders across six critical categories, awarding gold, silver and bronze medals based on how well firms meet our criteria. The gold medal is reserved for capabilities that offer an exceptionally valuable service to members in a user-friendly interface. The silver medal recognizes resources that offer strong functionalities while suffering from a few small flaws. Finally, the bronze medal goes to resources that, though imperfect, offer members an excellent or uniquely valuable service. In this slide deck, we highlight the gold medal winners across all categories.

1. Healthcare Monitor
2017 Gold Medal Winners

2. Corporate Insight provides competitive intelligence, consulting and user experience research to the nation's leading
insurers, financial services firms and educational institutions. For more than two decades, the firm has published
customer experience-focused research and has advised clients on key competitive issues with a focus on helping
them improve their digital capabilities. The firm offers subscription-based Monitor services in 15 verticals, including
healthcare, alumni relations and brokerage, along with custom research and consulting services, digital capabilities
audits, special studies and UX research.
Healthcare Monitor examines the digital member experience of more than 30 leading group health insurance firms,
providing subscribers a unique, firsthand analysis of the industry’s online capabilities, including web usability, account
management, billing, claims, mobile capabilities, social media strategy, tools, educational content and wellness
programs.
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3. With 2017 coming to a close, we present the second annual Healthcare Monitor Awards, offering an analysis of the
state of the health insurance industry in terms of the best digital resources available to members. This year we
benchmark industry leaders across six critical categories, awarding gold, silver and bronze medals based on how well
firms meet our criteria.
The gold medal is reserved for capabilities that offer an exceptionally valuable service to members in a user-friendly
interface. The silver medal recognizes resources that offer strong functionalities while suffering from a few small
flaws. Finally, the bronze medal goes to resources that, though imperfect, offer members an excellent or uniquely
valuable service. In this slide deck, we highlight the gold medal winners across all categories.
Healthcare Monitor Awards
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4. Medal Chart
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Firm Medal Count
Aetna
BCBS of Massachusetts
BCBS of Illinois
Cigna
Florida Blue
Humana
Oscar
Tufts Health Plan
United Healthcare

5. Category Overview
Promote Your Firm’s 2017 Monitor Awards!
Corporate Insight is happy to assist all award-winning firms in promoting their honors. For more information,
contact us at pr@corporateinsight.com.
Coverage and Benefits
Claims Details
Locators
Estimators
Pharmacy Platforms
Mobile Access

6. Health plans need to provide members with an understanding of their coverage and benefits relative to their plans.
In this category, we examine the information and organizational structures that insurers offer to help members better
understand their coverage and benefit services. We give high marks to insurers that make it easy for members to find
content via the main navigation menu or the homepage, assess the level of detail provided and consider how
information is presented.
Coverage and Benefits
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Cigna earns the gold in the Coverage and Benefits
category for in-depth coverage, an accessible Request or
Print Your ID Card page and easily understandable
terminology.

7. The ability for members to view their claims is one of the most important aspects of the online health insurance
experience. We examine the information that health insurers offer on their member sites on individual claims filed by
plan holders, their dependents or their healthcare providers. The most heavily weighted attributes in this category
are the depth of claims data and claims history, followed by quality of presentation, data management features and
findability.
Claims Details
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UnitedHealthcare takes the gold for its easily findable,
in-depth claims information and archive.

8. Most health insurance plans provide doctor or facility locator tools. These tools are critical to the member experience
and were indicated by 71% of respondents in our 2016 Digital Healthcare Survey as “very important” or “extremely
important.” To help members determine the right health professional, plans should ensure that these tools are
available, easy to find and highly functional.
Locators
8© CORPORATE INSIGHT
Cigna takes the gold medal for its locator’s strong
findability; available search types; and result display,
navigation and relevance.

9. The effectiveness of cost estimators is influenced by a number of factors, including the type of insurance plan and the
negotiated rate. As such, cost estimators provide members with important clarity on out-of-pocket expenses. When
assessing this valuable resource, we look at findability, detailed inputs and helpful features.
Estimators
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BCBS of Massachusetts and BCBS of Illinois both
receive a gold medal for their tools’ overall design, ease
of use and valuable features, including cost comparisons,
provider ratings, hospital quality grades and breakdowns
of member costs.

10. A health plan member’s ability to view and manage prescription benefits and pharmaceutical services is vital to the
customer experience of today’s member sites. In fact, in our 2016 Digital Healthcare Survey, 53% of respondents
rated an online pharmacy where they can start or refill a prescription and shop for medication as either a “very
important” or “extremely important” component to a member website. Of the respondents who access their insurer’s
member site, 21% have looked up their prescription history. This new category covers pharmacy portals and drug
cost estimators that incorporate a solid selection of prescription history data and payment, delivery and order
tracking functionalities.
Pharmacy Platforms
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Aetna takes the gold with its excellent drug cost
estimator results display and pharmacy search coupled
with prescription history and payment flexibility features.

11. As more members become accustomed to accessing information through their phones, the healthcare industry must
move toward a mobile-optimized user experience. While many firms offer mobile apps, health plans do not yet offer
the right mix of well-designed and useful resources. Certain aspects of the mobile experience, such as findable
account information and well-designed navigation, are essential to any basic health plan application.
Mobile Access
11© CORPORATE INSIGHT
BCBS of Illinois takes the gold in this category for its in-
depth plan, coverage and benefits, and claims
information as well as an easy-to-use main menu design.

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Contact Us
Analyst | Healthcare Monitor
646-751-6971
jsantana@corporateinsight.com
Jose Santana
Analyst | Healthcare Monitor
646-751-6963
mammirati@corporateinsight.com
Michelle Ammirati