2023 Global Health PAS Customer Perceptions

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19 March 2023

What do customers think of their policy administration system


This report in the Health Policy Administration series focuses on the perceptions of the insurers in their vendors. In the lead report, Celent surveyed customers of the vendors represented. The individual analyses were included in that report. In this report, we focus on the information in aggregate.

The questions are quite broad and cover topics including the functional capabilities of the systems, the implementation successes and challenges, and the use of APIs.

The report is the third in the series and tracks the progression of the vendor community from the 2018 report through the 2020 report and finally with the results of the 2022 report. It is an interesting read for those who recently made a decision for a new PAS and thoses in consideration of a new PAS.

A sample chart from the report focuses on the success of upgrades: