Health insurers want to save money on customer service. At the same time, policyholders are increasingly connected. The UPMC Health Plan is a health insurance company that believes live online chat can do both.
Employees will be trained to handle policy and claim questions through their website. They hope that the technology will make it easier to provide affordable HMO products.
If their innovation is more successful than previous Internet attempts in terms of customer satisfaction, it could spread across the industry.