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Satisfaction with health insurers on the decline among employers, says PriceWaterhouseCooper

Posted On Tue, January 19, 2010

Employers are becoming less satisfied with the offerings and actions of their health insurance providers, according to a new report released Tuesday.

According to study released Tuesday by PriceWaterhouseCooper's Health Research Institute, all types of employers across the country are becoming increasingly frustrated by their health insurance providers. Regarding large employers, satisfaction of health insurers had decreased by 5 percentage points to 59 percent when compared to 2008 figures.

While small employers did not see any significant change in the amount of those who are dissatisfied with their health insurance, the percentage nonetheless remained low at only 52 percent.

The satisfaction of employers regarding their insurance providers was based on their responses to 12 service areas spread across four categories: financial, customer service and claims administration, use of technology and population health management.

"Employers recognize that it's better to manage the health of their workforce than to manage the cost of illness, and they want their health plan to help manage the entire health continuum," said Paul Veronneau, principal and U.S. healthcare payer leader, PricewaterhouseCoopers. "There is only so much insurers can do to manage health and cost through provider discounts or on the back end of a claim."

Among the recommendations the study found employers to be requesting the most were for insurers to provide more meaningful and detailed data to workforces to help employers get a better idea of their workers' health. Additionally, the survey found that employers wanted increased education that could simplify the health plans and benefits being offered.

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