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 4. Personalizing support for health care to help make things simpler

 * Benefits & coverage
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   * Personalizing support for health care to help make things simpler

Benefits & coverage


PERSONALIZING SUPPORT FOR HEALTH CARE TO HELP MAKE THINGS SIMPLER


July 6, 2022

--------------------------------------------------------------------------------

Easy answers. Quality and price transparency. Cost savings. These should be
goals for any consumer experience, including ones in which people need to access
health care services.

That’s why they are among the guiding principles for the digital health
resources and plans UnitedHealthcare offers employers and individuals.

“We want to make it easier for people to use their health benefits,” said
Samantha Baker, vice president of consumer digital health and engagement at
UnitedHealthcare.

One way this is being accomplished is by making information available on the
UnitedHealthcare website and app — and personalizing it for each member. It
starts with a custom set of tools for enrolling in a plan and continues with
plan-specific answers to questions that may follow.

“On myuhc.com, search results are tailored to the member who’s logged in,”
Samantha said. “For example, if I search for help with back pain, I will see the
options that are part of my benefits. My results may be different than yours,
based on our health plans and specific needs.”

These digital resources are increasing overall transparency and making it easier
to compare care quality and costs. Samantha says, if questions remain, members
can call advocate advisors who have increased insight into each caller’s
benefits and who can help with suggestions on next steps.


THREE MORE WAYS HEALTH CARE IS BEING PERSONALIZED


RAPIDLY EXPANDING VIRTUAL CARE

Virtual care, also called telehealth, has moved beyond delivering care to those
who are sick to helping detect and avoid illness with preventive care. These
online options are proving to be a more popular, convenient and effective way
for many people to access care.


ADDITIONAL HELP TO AVOID SURPRISE BILLS

Integrated technology is helping flag issues that, in the past, may have
resulted in surprise bills. Real-time cost estimates and price-comparison
tools that include member-specific information are helping increase transparency
and avoid unexpected charges. In the event of a surprise bill, some health plans
offer access to resolution support to help negotiate on behalf of members with
hospitals and care providers. If you receive a surprise bill, call the number on
the back of your insurance ID card to alert your insurer and check on
assistance.


MORE DIGITAL FITNESS OPTIONS

More than 75% of people say they believe fitness trackers and health devices
help them adopt a healthier lifestyle. To that end, UnitedHealthcare
Motion®️ provides eligible members with an activity tracker at no additional
cost — which may help them earn financial rewards towards qualified
out-of-pocket medical expenses, based on meeting certain daily activity goals.
Separately, eligible members have access to a 12-month subscription to a Peloton
App membership at no additional cost, providing access to thousands of live and
on-demand fitness classes.

“We recognize that people want accurate and quick information so they can make
decisions, get updates and move on with their day,” Samantha said. “We are
working to help people find the highest quality service at a more affordable
cost and find new ways to get or stay fit — simply and quickly.”

Learn more about digital personalization.


PERSONALIZATION HELPS DRIVE A BETTER EXPERIENCE

Open video transcript Close video transcript

VIDEO TRANSCRIPT

A blue u-shaped logo appears over a white background. It swirls with a flourish
and an animation of a figure riding a bike plays. Food rests in their basket.
Text appears.

ON SCREEN TEXT:            Jill's story is for illustrative purposes only.

SPEAKER: Jill is like a lot of people. She thinks health care is complicated.

Jill passes a sign post with three directional boards. One with a stethoscope,
another with a plus symbol, and another with the letters ER.

SPEAKER: With coverage unknowns and cost surprises. She feels intimidated and
skeptical of health plans in general.

Text appears over a blue background.

ON SCREEN TEXT:            Only 1 in 3 surveyed said
they trust their health plan

Surveys of Trust in the U.S. Health Care System, ABIM Foundation, May 21, 2021.

A hand puts an apple on a shelf near a window, beside a calendar.

SPEAKER: Although Jill’s concerns may be fairly common, her story is uniquely
hers, and it requires an approach designed to address these challenges in a
personal way just for Jill. So on day one, Jill is given a custom set of tools.
She can flip, click and watch her way to a better understanding of how her plan
works.

Text appears.

ON SCREEN TEXT:            54% reported they don't
fully understand what their
current health plan offers

2022 Health Insurance Knowledge Snapshot. Commissioned by Justworks and
conducted by Harris Poll, June 2022.

SPEAKER: The idea is to quickly help her feel more comfortable.

She grabs a buzzing cell phone.

SPEAKER: Because once she knows where everything is, she's more likely to find
answers when she needs them. Let's say she has been struggling with back pain.

She sits at a desk and rubs her back. Text appears over a white background.

ON SCREEN TEXT:            What are you looking to treat?

Icons of a human figure and a clipboard appear. Text under the figure reads
"Area of body" and text under the clipboard reads "Type of condition."

SPEAKER: It's second nature for most of us to use search. But with myuhc.com,
the results are tailored to Jill.

She types "Back pain" into a search bar. Different doctors and their professions
appear.

SPEAKER: Right at the top, she sees the least invasive options that are covered
by her plan and evaluated for quality and cost efficiency.

Text appears over a blue background.

ON SCREEN TEXT:            9 in 10 surveyed reported
feeling concerned about the rising cost of health care

Kaiser Family Foundation Health Tracking Poll December 2022: The Public's Health
Care Priorities For The New Congress, Dec. 2022.

SPEAKER: Still not even the best planning can help avoid all surprises. That's
why proactive support can be so important. If Jill goes outside her network, we
let her know. And if she may save money on a prescription or is eligible for a
wellness program, we let her know that too.

Two icons of a woman and a man with a headset appear.

SPEAKER: Our people are also looking out for Jill. Advocates have a 360 degree
view of Jill's health journey and can help guide her next steps, like enrolling
in a clinical program to help manage a chronic condition.

Text appears over a blue background.

ON SCREEN TEXT:            39% of clinical program
enrollees were referred
by advocates

UnitedHealthcare Advocate 4Me performance reporting, full-year 2021.

SPEAKER: Everybody's health journey is different. For Jill and millions of other
UnitedHealthcare members, we are working to make it a little bit simpler and a
lot more personal.

Text appears over a white background, one word after the other.

ON SCREEN TEXT:            Supporting employees with a simpler experience.

A blue u-shaped logo appears over a white background, followed by text.

ON SCREEN TEXT:            United Healthcare
There for what matters™

Small dark text appears.

ON SCREEN TEXT:            Member journey example for illustrative purposes
only. Individual results may vary.

The UnitedHealth Premium designation program is a resource for informational
purposes only. Designations are displayed in UnitedHealthcare online physician
directories at myuhc.com. You should always visit myuhc.com for the most current
information. Premium designations are a guide to choosing a physician and may be
used as one of many factors you consider when choosing a physician. If you
already have a physician, you may also wish to confer with him or her for advice
on selecting other physicians. You should also discuss designations with a
physician before choosing him or her. Physician evaluations have a risk of error
and should not be the sole basis for selecting a physician. Please visit
myuhc.com for detailed program information and methodologies.

Advocate4Me services should not be used for emergency or urgent care needs. In
an emergency, call 911 or go to the nearest emergency room. The information
provided through Advocate services is for informational purposes only and
provided as part of your health plan. Wellness nurses, coaches and other
representatives cannot diagnose problems or recommend treatment and are not a
substitute for your doctor's care. Your health information is kept confidential
in accordance with the law. Advocate services are not an insurance program and
may be discontinued at any time.

Insurance coverage provided by or through UnitedHealthcare Insurance Company or
its affiliates. Administrative services provided by United HealthCare Services,
Inc. or their affiliates.

©2023 United HealthCare Services, Inc. All rights reserved. 23-2166000

B2B EI21534396.2 5/23

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