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World Health Care Congress and Connextions Health Will Host Leadership Summit to Address Member Retention for Health Insurance Plans
Date:1/8/2009

insurance plans have operated largely as wholesale businesses, with revenues driven by group ("commercial") accounts. Customer service was important, but within this business-to-business (B2B) supply chain there was little necessity to build brand loyalty among group plan members, who had no choice of plans. But economic conditions, demographics and government involvement are rapidly changing the health insurance landscape. According to McKinsey & Co., by 2011 the fate of up to $600 billion of insurance premiums will be in the hands of individual decision makers, rather than employers. As a result, brand loyalty and reduction of member churn are now priorities for most health insurers.

Through interactive workshops, best practices showcases, keynotes from recognized authorities and panel discussions, attendees at The Leadership Summit for Member Retention will learn how to build, apply and measure an integrated and effective member retention program.

Topics will include:

  • Exploring the core issues underlying member retention - why and when plan members leave and what can be done - proactively and reactively -- to increase persistency
  • Designing and managing the member experience to extend persistency, reduce churn and increase the window of plan profitability
  • Retaining and converting to individual coverage a greater portion of group members lost through corporate lay-offs, early retirement and dropped coverage
  • Capitalizing on proven retention technologies - a wide range of innovations from simple to sophisticated to optimize retention strategies, reduce servicing costs and keep the most profitable members loyal
  • Integrating retention efforts with member acquisition and service programs for increased ROI
  • Utilizing and measuring incentive programs, personal wellness and disea
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