Since 1932, Horizon Healthcare Services, Inc (an affiliate of the Blue Cross Blue Shield Association) has offered quality health insurance products and services to New Jersey families and businesses. Its mission is to empower its members to achieve their best health by providing innovative health solutions that improve health care quality, affordability and member experiences.

To this end, Fidelum Health was retained to apply its HUMAN Brand® Insights Model to help Horizon refine its member experience strategy to strengthen relationships, loyalty and plan retention. The first step in this journey was to design and implement a benchmark study of New Jersey plan members to quantify their attitudes, priorities, perceptions and relationships with commercial insurance carriers.