White House, federal agencies announce plans to improve health insurance

The White House this week announced plans to improve health insurance for consumers, with a particular focus on easing claims and appeals processes. In a letter to health insurance CEOs, the Secretaries of Health and Human Services and Labor urged insurers to streamline their claims and appeals processes and provide clear information about health coverage, among other recommendations.

"When people want to reach customer service for help, they can encounter inaccurate or confusing websites, extended wait times, or narrow call center hours that force them to step away from work to talk to an agent," the secretaries said. "Online websites can also be out-of-date, hard to navigate, and lack critical information about in-network clinicians or facilities, or an individual's specific coverage, such as current prescription drug formularies. Individuals also find it difficult to understand their rights for appealing coverage denials or errors and where and how to make such appeals. This frustration is widespread and has serious consequences."

The Office of Personnel Management, which administers health benefits for federal employees, retirees and postal workers, also announced plans to simplify its plans' claims and appeals processes.