Horizon Connect Is Making Health Insurance A Retail Success
January 10, 2013
NEWARK – From getting a flu shot to getting straight answers on benefit and claims questions, visitors to Horizon Connect in Moorestown, located at 1680 Nixon Drive in the East Gate Square shopping center, have been getting satisfaction -- in large numbers-- during the retail center’s first three months of operations. The Horizon Connect retail center is helping change how consumers interact with their health insurance company.
“Horizon Connect offers customers a health insurance experience that is unique and unrivaled by any health insurance company in the state,” said Joseph Albano, Vice President of Consumer and Senior Markets for Horizon Blue Cross Blue Shield of New Jersey. “In just three months, customers have made over 1,400 visits to Horizon Connect for one-on-one interaction to get answers and information about coverage, or to purchase or change an insurance policy. We’re thrilled with our progress to date and value the relationships we have built with consumers along the way.”
From its opening on September 17, 2012 through December 31, 2012, the Horizon Connect retail center logged a total of 1,425 customer interactions. These interactions have ranged from resolving questions and issues related to a customer’s benefits, to the purchase or conversion of a health insurance policy. Over the first three months, customers purchased 267 new policies and converted another 99 policies from one form of coverage to another.
From September through December, Horizon Connect saw an average of just over 17 customers each day. During the first three months, a number of customers participated in two dozen different events, including free flu shots, a health fair, and workshops on diabetes, breast cancer, and how to get the most out of your doctor visit. Importantly, customer satisfaction ratings for the center and its retail agents, as measured by a Horizon Connect survey conducted on site at the conclusion of a customer’s engagement, have averaged 9.9 out of a possible 10.
“Horizon is focused on innovative ways to connect with our customers to provide them with a better health insurance experience and greater satisfaction,” said Albano. “The Horizon Connect retail center is providing us with valuable insight into how to better serve our members and customers. We are proud to be leading this transformation in health insurance here in New Jersey.”
Check out Horizon Connect for yourself. The retail center is open from 10:00 am through 8:00 pm Monday through Saturday. Friendly and highly trained retail professionals are waiting to serve you.
About Horizon Blue Cross Blue Shield of New Jersey
Horizon Blue Cross Blue Shield of New Jersey, the state’s oldest and largest health insurer, is a tax-paying, not-for-profit health services corporation, providing a wide array of medical, dental, and prescription insurance products and services. Horizon BCBSNJ is an independent licensee of the Blue Cross Blue Shield Association, serving more than 3.6 million members with headquarters in Newark, offices in Wall, Mt. Laurel, and West Trenton, and the Horizon Connect retail center in Moorestown. Learn more at www.HorizonBlue.com
The Blue Cross and Blue Shield Association is a national federation of 38 independent, community-based and locally-operated Blue Cross and Blue Shield companies that collectively provide healthcare coverage for 100 million members – one-in-three Americans. For more information on the Blue Cross and Blue Shield Association and its member companies, please visit bcbs.com. We encourage you to connect with us on Facebook, check out our videos on YouTube, follow us on Twitter and check out The BCBS Blog, for up-to-date information about BCBSA.