Dalbar Healthcare Study: Vital Documents in Need of Better Care

In its first-ever evaluation and ranking of health insurance Explanation of Benefits statements, Dalbar gave 68% of the documents analyzed failing grades. While a handful of innovators have transformed their EOBs into useful member tools, the majority of the health insurance industry is squandering a potentially valuable cost-saving and customer relationship management opportunity. This report examines why so many EOBs are not making the grade, and offers several examples of best practices from the few firms who have established themselves as clear industry leaders.