As a broker or third-party administrator (TPA), you are responsible for selling clients the most tailored insurance plans on the market and interpreting and making these complex contracts more legible to those without industry knowledge. A clear and effective client communication strategy will allow brokers and their clients to navigate contract intricacies and empower informed decision-making practices.
This guide is designed to equip brokers with all the tools they need to simplify and explain the key concepts surrounding insurance contract coverage, terms, benefits, reimbursement, and exclusions (among others), providing clients with everything they need to take their healthcare into their own hands.
How Brokers Can Optimize Their Client Communication Strategy
To provide clients with the best coverage options, they’ll first need to understand the intricacies governing how their health insurance will work in their favor. When it comes to formulating a compelling client communication strategy, brokers will want to focus on helping their clients understand the complexities, legal jargon, and nuances of these legally binding agreements to make the most of their comprehensive care going forward.
Deciphering the Basics of Health Insurance Contracts
First and foremost, brokers must work alongside their clients to decipher and demystify the contract’s structure. Insurance contracts can often seem visually overwhelming, appearing as dense, impenetrable text blocks; it’s a broker’s primary responsibility to break down the contract into more manageable sections.
Providing a “bird’s eye” overview of the policy will help highlight the contract’s critical components from the outset, including premiums, networks, access to care, and claims processing, among others. Understanding the function of each section helps clients zero in on specific areas of concern, formulate pointed questions, and feel less intimidated moving forward in the process.
Demystify Legal Jargon
Before delving deeper into the intricacies of the contract, first, make a point of defining key terms for your clients; these patient explanations will give clients all the necessary context they’ll need as they begin to review the document’s fine print. Break down legal jargon by providing explicit definitions for unfamiliar terms such as “coinsurance,” “self-funded healthcare,” “out-of-pocket maximums,” and “deductibles.” Consider offering clients supplementary learning materials, such as a glossary of key terms they can continue to consult as needed.
Understanding Policy Terms and Conditions
Brokers must work with their clients to meticulously and rigorously examine the coverage details outlined in the contract, including the scope of coverage and the specific services included in the policy. Outline the contract’s essential terms, such as inpatient and outpatient services, prescription drug coverage, preventive care, mental health services, and other vital benefits designed to meet a patient’s unique needs.
Brokers should also review which important ancillary benefits, if any, are included within the insurance plan. These products may include critical illness, dental, vision, and GAP coverage, among others. Moreover, identifying what the policy does not cover is equally as important as understanding what it does; clearly outlining exclusions and limitations will help manage client expectations and prevent catastrophic billing down the line.
Defining Premiums, Deductibles, and Copayments
Brokers must always ensure that clients understand the financial commitment and responsibilities delineated within their plans, helping them choose plans that align with their current financial capabilities. This includes outlining premium amounts, payment frequencies, and the unfortunate consequences of non-payment. Brokers should take special care to explain and demystify how premiums are calculated, mentioning factors such as age, health status, and coverage level.
Brokers will also need to help clients understand their deductibles and copayments, explaining that as policyholders, they’ll need to pay a certain amount out of pocket before insurance coverage kicks in, as well as other fixed amounts anticipated for covered services. Even though making these multifaceted payments may initially seem confusing, systems such as Health In Tech’s proprietary HI Card Technology create standardized transaction platforms that simplify and align billing systems between providers, payers, and patients alike.
Highlighting Access to Care
Brokers should distinguish between in-network and out-of-network providers, considering that using a health insurance contract’s in-network providers will help clients maximize coverage while minimizing out-of-pocket costs.
Clients should leave these conversations fully aware of their financial responsibilities when seeking care outside their designated network. To avoid unnecessary expenses, brokers should present their clients with up-to-date provider directories, such as Health In Tech’s HI Performance Network—a curated network of quality service providers spanning all 50 states, with over one million provider locations available to active participants.
Breaking Down the Claims Process
Helping clients understand the claims process is one of the most crucial responsibilities of a health insurance broker. Clearly explain what is required when filing a claim, how to file it according to their provider’s specifications, and outline the anticipated timeline for financial reimbursement.
Emphasize the importance of staying proactive by maintaining and preserving accurate records of medical expenses that clients will need for filing later. In the event of claim denial, outline the appeals process and assure clients that by cultivating a solid understanding of their insurance contract coverage and benefits, together you can preemptively work to avoid unexpected trouble down the line.
Outlining Plan Renewal and Termination
Every contract has built-in renewal and termination requirements, and it is a broker’s job to help their clients understand the terms surrounding each respective option. Explain how and when policies can be renewed, terminated, or altered (such as during open enrollment periods). Brokers will also need to educate their clients on the risks posed by termination, including incurring potential penalties or gaps in their coverage.
Foster Ongoing Education
This ongoing educational process helps foster an essential level of transparency that empowers all parties involved to become active participants in their healthcare journeys rather than assuming passive roles that can lead to helplessness and overwhelm. An effective client communication strategy will always encourage questions from clients and provide ongoing support as the decision-making process evolves.
Health In Tech: Empowering Brokers and Clients Across the Board
With an effective client communication strategy, brokers can translate the abundant knowledge and skills at their disposal to transform their clients’ perception of complex insurance contracts into one of mutual understanding and empowerment. Here at Health In Tech, it’s our goal to make it even easier for brokers to offer their clients the best healthcare solutions that are simplified, streamlined, and 100% transparent.
With access to advanced and innovative technology, such as our eDIYBS platform, brokers can underwrite hundreds of groups daily, offering their clients more autonomy and savings than ever before. Get in touch today to learn more about how Health In Tech can help clients and brokers configure lasting healthcare solutions.