As the industry moves into 2025, it faces a complex terrain pitted by the aftermath of these challenges. New hazards will continue to emerge: growing concentration risk, regulatory uncertainties stemming from the overturning of the Chevron doctrine, and the impact of an upcoming election. We expect healthcare organizations to move into protection mode, prioritizing cybersecurity enhancements and investing in generative AI technologies to improve customer experiences and manage rising costs.
Health insurers invested millions of dollars in digital experiences to drive member self-service only to face lower than expected digital adoption rates and mediocre customer ratings. Call volumes to health insurers continue to soar. And now, the long run of dismal customer experience has caught the attention of the US government. In 2025, US health insurers will embrace the human experience to drive down costs and bolster wavering member trust.
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