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UHC Member ID Card Experience Improved

Nov 13, 2014

In an effort to increase consumer satisfaction and deepen engagement, UnitedHealthcare has redesigned the member ID card experience. Beginning in November, a welcome letter and Quick-Start Guide will be inserted into ID card mailings to new members and existing members that receive cards because of changes to their plan. 

These expanded materials are intended to provide a better welcome experience and help members quickly find people, resources and tools to help them get the most from their health plan right away. UHC hopes that the result is more knowledgeable, satisfied employees and fewer questions for your benefits manager or Human Resources department. 

Consumer research was conducted to evaluate the clarity and value of these new materials. An online survey was conducted among 400 consumers who have employer-provided insurance. Consumers found the materials to be easy to understand, helpful, and the right amount and type of information to share with new members when they receive their ID cards. They also found them to be a good onboarding tool that gives them a working knowledge of their plan and makes them feel welcomed and cared about by UnitedHealthcare. 

UHC will be implementing this in a phased approach, beginning in November with fully insured members of UHC's Key Accounts customers, and expanding to fully insured members of UHC's Small Business customers in the second quarter of 2015. This does not include customers with custom ID card carrier language or custom website URLs. Expansion to self-funded (ASO) membership and other segments will follow in 2016.   

The linked pr​esentation provides an overview of the program, shows samples of the current and new experience, and discusses the research.

For questions, please ​contact a member of your b&p Sales Team - 888.722.3373.

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