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Employer Satisfaction With Health Insurers Is Declining, Finds PricewaterhouseCoopers Study
Date:1/19/2010

onals to privately held small companies.  The analysis looked at how employers viewed health plans in 2009 in 12 key service areas across four main categories: financial, customer service and claims administration, use of technology and population health management and builds on research started by PricewaterhouseCoopers in 2008.

Major findings of PricewaterhouseCoopers' research include:    

  • Overall satisfaction of health insurers by large employers has decreased to 59 percent from 64 percent in 2008.
  • Small employers continue to be less satisfied with health insurers than large employers, with overall satisfaction remaining steady at 52 percent, but the gap between large and small employers is narrowing as large employer satisfaction erodes.
  • Employee cost-sharing continues to be the most prevalent strategy for employers. Sixty percent of employers surveyed said they would further increase cost-sharing for healthcare with their employees in the year ahead.
  • Claims processing, administrative fees and provider discounts remain among the most important basic service offerings for large and small employers, though among large employers,

SOURCE PricewaterhouseCoopers
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