Aetna and several other insurers were recognized with awards for their use of 'plain language’ by the Center for Plain Language, a nonprofit organization that wants government and business documents to be clear and understandable.
Aetna received top honors for its virtual benefits advisor, “David.” This is the company’s second consecutive ClearMark Award win in the Web/Multimedia—Private Sector/Corporation category. United Healthcare received an award of distinction in the same category for “Medicare Made Clear."
Receiving recognition for revised documents was Unum, for “How to submit a disability claim.”
Awards of Distinction for that category were presented to Aetna, for “Take that next step today!”
“David, the Aetna Benefits Advisor,” asks a series of friendly and conversational questions to help users determine a health plan to fit their specific needs. According to the ClearMark Award judges, this submission demonstrated a commitment to regular, thorough user and product testing. Surveyed users of the technology found David to be helpful in picking their benefits and said that it gave them a better understanding of how their benefits worked.
“David is a perfectionist, and even though he gets mostly positive feedback, he always asks our members what he can do better,” said Mike Phillips, the head of Aetna’s business engagement specialty team for National Accounts. “Being honored by the Center for Plain Language shows that David is continuing to improve based on what our members need.”
Chris McMahon is Senior Editor at Insurance Networking News, a sister publication to Health Data Management.
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