Expectations of policyholders regarding the private space of their complementary health insurance

1. UNDERSTANDING OF THE TARGETS AND THEIR RELATION TO THE PRIVATE SPACE OF THE

COMPLEMENTARY HEALTH

1.1. Understanding the targets

1.2. Becoming aware of the existence of the private Health space

1.3. The first visit to the private Health area

1.4. Usefulness and perceived benefits of private health space

1.5. Disadvantages spontaneously perceived

1.6. The a priori privileged channels

1.7. Declared operations carried out via the private space

1.8. Operations that participants would not a priori be ready to carry out via the private space

1.9. The operations that Occasionals would be prepared to carry out a posteriori via the private space after

overview of features

2. PERCEPTIONS OF THE FUNCTIONALITIES OFFERED BY THE PRIVATE HEALTH SPACE

2.1. Overall perception of the functionalities memorized in complementary health

2.1.1. Known or imagined functionalities

2.1.2. A priori prioritization of known or imagined functionalities

2.2. Reactions to the functionalities proposed in Health

2.2.1. Reactions to the “Make an appointment” functionality

2.2.2. Reactions to the “Modification of personal data and banking details” functionality

2.2.3. Reactions to the “Choice of method of receiving documents and information” functionality

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2.2.4. Reactions to the “Request to download certificate, third-party payment cards and other duplicates” functionality

2.2.5. Reactions to the “Request Reimbursement” feature

2.2.6. Reactions to the “Search, track and analyze refunds” functionality

2.2.7. Reactions to the “Add or remove a beneficiary” functionality

2.2.8. Reactions to the “Send quotes” functionality

2.2.9. Reactions to the “Out-of-pocket simulator” functionality

2.2.10. Reactions to the “Hospitalization-related services” functionality

2.2.11. Reactions to the “Approved Healthcare Professional Search” feature

2.2.12. Reactions to the “Health prevention information” functionality

3. PERCEIVED INTEREST OF PRIVATE SPACE TO COMMUNICATE WITH YOUR OPERATIONS

HEALTH INSURANCE TOR

3.1. The a priori preferred/privileged means of communication (apart from management actions)

3.2. The destinations assigned to each means of communication

3.3. Interest in messaging integrated into the customer area

3.4. Perceptions of online chat

3.5. Perceptions of the chatbot

3.6. Perceptions of videoconferencing

3.7 Preference between different means of communication after presentation

4. ACCEPTANCE AND BARRIERS TO THE MODIFICATION OF AN EXISTING CONTRACT AND THE

SUBSCRIBE TO A NEW CONTRACT VIA THE PRIVATE AREA

4.1. Where to find the “Contract/coverage modification” functionality in the private area

4.2. Types of contract modifications considered or made

4.3. Procedures and channels considered for making a modification to a contract

4.4. Reasons for rejecting 100% online modification of a contract

4.5. Legitimacy of health supplements to offer other products

4.6. Position of the operator's offer in the private space to be accepted

4.7. Procedures and channels envisaged for signing a new contract

4.8. Conditions for a 100% online subscription to a new contract