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a doctor via phone or video, and receive
diagnoses and prescriptions. Some
employers use telehealth to provide
virtual health clinics for employees.
Managing the cost
While such health innovations are
exciting, they come at a cost.
That’s where supplemental insurance
can play a key role, enabling employers
traditional health insurance. Beyond
also offers employees peace of mind.
“Employees are increasingly
shouldering the high cost of medical
care, especially when it comes to
new medical solutions,” says Teresa
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85 percent of employees see the need
Adding to the challenge is the
complexity of what’s covered and what
isn’t under traditional health insurance.
“Health care today isn’t simple,”
what their health care plans cost and
Report found that just 39 percent of
employees have a full understanding of
their health insurance policies.
“And with medical debt being the
most common reason people fall behind
the expenses health insurance doesn’t.”
to create online tools like its easy-to-use
critical illness calculator. “The calculator
makes it easier for consumers to
understand typical out-of-pocket heath
illness coverage can help cover the
costs health insurance doesn’t cover,”
as essential in serving its policyholders.
To provide good customer service,
experts on a technique called journey
mapping to understand the various
touch points and pain points customers
have. “Through journey mapping, our
customer experience teams created
reliable road maps of where we needed
to take our technology in the future,”
adds Keith Farley, vice president of
One byproduct of this research is an
can handle myriad healthcare-related
up for direct deposit of their insurance
payments, right from their phones.
initiative, it helps get payments into the
hands of policyholders faster than ever.
“Our goal is to help policyholders worry
recovery, which can lead to better health
outcomes,” adds Miller.
example of this. “This isn’t just a toy, it
is a high-tech robot that interacts with
children, helping provide them with
comfort as they move through their
cancer treatment. As a company, we
have been blown away by the response,”
The company has invested millions
of dollars into this program including
donating to cancer research, developing
the duck and giving away more than 5,000
of them to pediatric cancer patients at
more than 220 hospitals in 47 states.
policyholders take greater advantage
of cutting-edge medical techniques.
“Genetic testing helps identify potential
health risks and help people understand
and prepare for potential risks. Screenings
patient needs and challenges, and it helps
cover modern approaches to prevention,
early detection and diagnosis, treatment,
and ongoing care,“ White says.
is part of its mission to help employers
support their employees to lead healthier
and happier lives. At the end of the day,
it’s about growing consumer trust and
satisfaction, Miller says.
Teresa White, President of Aflac U.S., Virgil Miller,
Aflac EVP, Keith Farley VP of Innovation
“Our goal is to help
policyholders worry less
about finances and focus
more on recovery, which
can lead to better health