Insurers monitoring conversations

08/21/2009 | Wall Street Journal, The

Health-insurance companies have been hesitant to embrace social media because of strict privacy laws, but several companies are venturing onto sites such as Twitter to listen in on discussions and respond directly to member concerns. Humana "closely monitors what people are saying about the company in various social media venues," according to a company representative, adding that the health care provider will weigh in on member concerns when it feels a reply would be helpful.

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