Moving Insurers Away from a Transactional Consumer Relationship


Consumers typically interact with insurers when they enroll for coverage and when they get a claim. That needs to change.

Eugene Sayan  and  Katie Adams

1 min read

Insurers need to pivot from the transactional relationship they have with members to one that builds connections and improves the consumer experience. It can be simple things, like adding a message reminding the member to schedule their annual physical or to get vaccinated. Plans need to benchmark the consumer experience against interactions with the likes: Amazon, Apple, and Google, Eugene Sayan, CEO, Softheon, said during an interview at the Oliver Wyman Health Innovation Summit.

Sayan, who considers himself a “chief experience officer,” added that plans need to bolster their data collection and analysis if they are going to drive more meaningful interactions with members.


To learn more contact Matthew Weinstock, Senior Editor, Health and Life Sciences.