PressTV: Obamacare May Be Helping Improve Insurers' Notoriously Poor Customer Service
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Though the health care overhaul faces an uncertain fate next month before the U.S. Supreme Court, preparations for the massive rollout of its medical care coverage might already be leaving a legacy of improved customer service. The health insurance industry, often at or near the bottom of a consumer’s customer service experience when compared to other industries, is paying more attention and spending more money on improving how health plans interface with patients on the other end of the telephone, a web site or, lately, though an app. Several big-name companies, including UnitedHealth Group (UNH), Cigna (CI) and Health Care Service Corp. are seeing gains in customer service ratings. Though health insurance companies still rank at or near the bottom of customer service experiences of most consumers, the Affordable Care Act may be spurring them to get better. Insurance companies are taking steps to build their relationship with customers as health plans prepare to compete between each other on exchanges where benefit packages will be offered.
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