Communicating Health Insurance Benefits: Perspectives of the Insurer and the Insured (Published)
Evaluating how the insurer responds to the insured expectations in terms of health insurance benefits enables better efficiency from all angles. This paper presents a comprehensive analysis of the communication of health insurance benefits from both the insurer and insured perspectives, emphasizing the importance of clear communication and the need for tailored strategies to meet diverse needs of the beneficiaries. The specific aim is to shed more light on the communication strategies used in Plateau State by examining the Plateau State Contributory Health Insurance Agency (PLASCHEMA) and their health benefits to the insured and propose strategies for more effective communication of health insurance benefits. This research employs a mixed-methods approach. Survey data collected was analyzed using SPSS software, the results presented in tables and expressed in simple percentages to identify factors influencing comprehension and satisfaction of the observed parties. Results established that the agency utilizes corporate communication strategies for both internal and external communication to communicate the benefits of health insurance to the insured. The respondents’ recommended that the use of both conventional and unconventional means should be intensified and also, information literacy is pertinent on the part of the insured through the help of the insurer to help better their comprehension level.
Keywords: Health Insurance, health insurance benefits, insured, insurer