Many consumers can't get through to insurers due to long customer service wait times, so they're turning to social media--Twitter in particular--to express their complaints and criticisms. And insurers are listening, often responding directly to consumers with ways to immediately rectify the problems.
The Affordable Care Act has severely effected customer service for all companies participating in the affordable care act. Frustration has mounted even for those not involved with health benefit exchanges or subsidized care. Anthem Blue Cross in California is experiencing the brunt of many tweets after it canceled individual plans and switched hundreds of its members into new plans and withdrew premiums from their bank accounts without their knowledge. In several situations, Anthem spokesperson Darrel Ng tweeted individually to people who complained about the withdrawals, asking for their contact information so he could resolve the problem, ProPublica reported.
Did you know that Anthem has been using social media for customer service and complaints for some time?
Ng told ProPublica that consumers now are interacting with companies, including Anthem, beyond the traditional phone call. "In response to this new demand, we created our customer service Twitter account @AskAnthem several years ago to assist members," he said. "As consumers themselves started proactively contacting our other Twitter accounts, we started directing these inquiries to customer service for assistance."
Insurers like Aetna, Anthem Blue Cross Blue Shield and Cigna have designated Twitter feeds, @aetnahelp @askanthem and @cignaquestions, respectively, that focus solely on marketing and sharing health-related news.
Read more: Insurers increase their Twitter presence to manage image - FierceHealthPayer http://www.fiercehealthpayer.com/story/insurers-increase-their-twitter-presence-manage-image/2013-08-09#ixzz2sP3Ud2Nd
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