Health Insurance Companies Successfully Engage Over 100K Members Using Access Live

Health insurance companies used Access Live virtual events to speak with members about their health benefits and coverage during the COVID-19 pandemic when easily accessing trusted healthcare resources was more imperative than ever before.

Reaching an average of 455 members during each of their events, health insurance companies saw such success using Access Live to communicate about COVID-19 that they began using the technology in ongoing communications about other topics, including new member events.

Access Live technology allowed members to speak directly with their health insurance provider representatives and expert guest hosts such as psychiatrists, community relations managers for healthcare facilities, medical directors, and directors of pharmacy. By including expert hosts at their events, health insurance companies ensured their members received the most accurate information available and had the opportunity to ask questions about topics relevant to their specific healthcare plans. 

More than 200 participants were able to ask their questions live during the events, including:

• Where can I find a list of approved providers?

• What should I do when I don’t have any refills left on my prescription?

• How do I know when I’ve reached my deductible?

• What are the different levels of plans?

• What is the difference between in-network and out-of-network providers?

While COVID-19 updates and vaccine information were prevalent topics during health insurance companies’ events, many other matters were also discussed. These virtual events facilitated conversations regarding how to get the most out of a member’s benefits, registering for a new member account, mental health resources, telehealth doctor appointments, co-pays, urgent care visits, and much more.

New Member Services

One health insurance company hosted a series of events exclusively for new members. During this series, the company provided additional support and advice for newly enrolled members while they decided which plan was right for them and navigated finding in-network doctors and transferring medical records. Questions on these events included how to go about setting up telehealth appointments, coverage of lab tests, and eligibility for programs such as meal assistance.

During a time when communicating about healthcare information was increasingly important, health insurance companies turned to Access Live as their way of reaching thousands of their members at once.