Just under 60% of North American health insurers have adopted a customer-facing mobile app, according to new research from Scanbot.
Scanbot has released a new whitepaper which explores the current state of health insurance in North America. To achieve this, the InsurTech completed an in-depth analysis of health insurance providers in the US and Canada, with the aim of calculating the adoption rate of customer-facing mobile apps.
Overall app adoption in the region is at 59.7%. In the US this figure is 64.4%, while in Canada it is less than half with a 44.4% adoption rate.
It is increasingly becoming important for insurance firms to implement consumer-facing apps, Scanbot claims. While the world has slowly been transitioning to the digital world, the Covid-19 pandemic has dramatically accelerated this shift.
To survive in the troubled market, insurance firms have had to push their digital operations. However, it is not just enough to have an app. Consumers have grown accustomed to personalised and streamlined online engagement offered by social media, online shopping and even other financial services.
Scanbot states, “An ever-increasing segment of customers, especially the younger generation of digital natives, expects to be able to sign up for insurance products on the go or submit a claim using their smartphone with seamless digital processes.”
In North America, the US is in a better position for digitalisation, with all ten of the country’s top insurance firms all offering digital apps. However, while 64.4% of insurance firms in the country offer a digital app, they are a little basic. Scanbot claims they offer services such as allowing to view the health plan information, check coverage details, contact the insurer, find a doctor, pay bills, and view the claims history.
Scanbot said, These features might be helpful to the customer considering the impenetrability of the system, however, only a handful of providers offer the submission of claims via mobile technologies. Some of these applications are offered by the BCBS leveraging a simple “take a picture of the document”-solution which, usually, results in an extremely poor quality of the submitted documents. Specialized mobile scanning solutions such as the Scanbot SDK can help to solve this problem.”
To download the whitepaper, click here.
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