For most health insurance companies, there's nothing simple about the process of executing essential member communications. When variable data is generated by multiple technology providers and shared with multiple fulfillment vendors – possibly one for cards, EOBs, EOPs, another for welcome literature, and even another for invoices - it is difficult to determine where to start to make changes without risking disruption. Dealing with multiple choke points and the delays they can cause is frustrating, but many health insurance companies are tolerating them out of fear of causing even bigger disruptions in their attempts to reform and simplify the process. As a result, the status quo is maintained, and mediocrity is tolerated.
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