AI could cure what ails healthcare insurance experience, but personal touch is still vital, Talkdesk survey finds

91% of consumers factor in service experience when choosing healthcare plans

• Artificial intelligence (AI) is gaining traction in the healthcare insurance experience: 73% of consumers are comfortable using chatbots for routine tasks.
• Three-quarters (77%) of respondents prefer speaking to humans about claims, highlighting the need for a balanced approach between AI efficiency and human empathy. 
• Consumers aged 18-24 are the most critical of the healthcare insurance experience, with a third (34%) likening the current experience to “pulling teeth.”

SAN FRANCISCO – September 24, 2024 – An overwhelming 91% of consumers consider customer service when deciding whether to stay with their current healthcare insurance plan or switch providers, according to a new survey conducted on behalf of Talkdesk®, Inc., a global provider of artificial intelligence (AI)-powered customer experience (CX) technology that serves enterprises of all sizes. The data also found the potential for AI to address several ongoing service challenges.

The survey paints a picture of an industry grappling with several customer service issues. Many United States consumers surveyed (44%) liken their provider’s customer service to “an extended family Thanksgiving—difficult but tolerable.” Primary pain points include long wait times to reach a representative (31%), inconsistent information from different agents (20%), and lengthy and complex decision-making processes (14%).

In response to these challenges, consumers are increasingly open to AI-powered solutions. More than half (55%) of respondents cite AI tools as central to making the healthcare insurance experience more efficient, with a notable gender divide—66% of men versus 46% of women believe AI will improve efficiency across all generations. Nearly three-quarters (73%) express comfort in using chatbots for routine tasks such as finding in-network providers or checking prescription coverage. Additionally, 41% believe an AI assistant would help them better manage their health and well-being.

The survey also reveals, however, that the human touch remains crucial, particularly for complex tasks and emotional support. A significant majority (77%) would rather speak to a human about claims, and 72% prefer human interaction for tasks requiring empathy or complex decision-making. Interestingly, while respondents said humans (48%) are more courteous and respectful than AI overall, more than half (55%) believe humans are more likely to discriminate against someone with a sensitive health query.

The survey uncovers significant generational differences in attitudes toward healthcare insurance services. Consumers ages 18-24 stand out as the most critical of the industry’s customer service, often comparing the experience to “pulling teeth” (34%). They’re also the most likely to report feeling discriminated against by their provider (36%). In contrast, consumers over age 54 are the most satisfied with their current services and the most motivated to improve their well-being (63%). Respondents ages 25-44 show the highest interest in AI-assisted health management (53%).

While about two-thirds (68%) of respondents feel they have adequate information about their care options and coverage, there are concerning gaps. Nearly a quarter (24%) have been prevented from receiving care due to complex insurance processes, and more than a quarter (29%) believe they’ve overpaid for healthcare services due to confusion.

On a positive note, more than half of the respondents (55%) feel motivated by their providers to engage in health and wellness activities. There’s also a growing trend of personalized care, with 44% receiving customized offerings and educational materials from their providers, which AI can support more consistently.

The Talkdesk 2024 Healthcare Payers Survey was conducted on August 30, 2024, via the online platform Pollfish. It asked 1,500 American healthcare consumers aged 18+ about their perspectives on AI and its role in assisting in the healthcare insurance customer experience.

Supporting Quote

Patty Hayward, vice president and general manager of Healthcare and Life Sciences at Talkdesk, said: “These results are a wake-up call for our industry. We’re at an important juncture where AI offers exciting possibilities for the healthcare insurance experience, but we can’t lose sight of the role only humans can fill. The fact that 91% of consumers consider customer service when choosing their insurance provider is huge. It tells us we need to get this right. Providers who nail this balance—leveraging tech while keeping the human connection strong—are the ones that will come out on top, attracting and keeping members across all age groups. It’s a reminder that in this industry, it’s not just about adopting new technology; it’s about reimagining the entire customer experience.” 

About Talkdesk

Talkdesk® is on a mission to rid the world of bad customer experience. With our cloud-native, generative AI-powered CX platform, purpose-built industry solutions, and extensible AI offerings, we empower enterprises in the cloud and on-premises to deliver exceptional customer experiences that make them more competitive, grow revenue, reduce costs, and provide operational efficiencies. With specialized workflows and integrations delivered out of the box for our Industry Experience Clouds, Talkdesk accelerates value for our customers faster and more simply than legacy or one-size-fits-all solutions.

Partnering with enterprises globally, we deliver continuous innovation and breakthrough results. Our commitment to reliability and security, paired with our track record of delivering on promises, sets us apart in the industry. Elevate customer experiences, streamline operations, and increase revenue with Talkdesk. Companies that love their customers use Talkdesk.

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