Behavior Segmentation based Micro-Segmentation Approach for Health Insurance Industry

To manage the company's future growth, the relationship between companies and customers is important. This can be referred to as Customer Relationship Management (CRM). By applying the micro-segmentation process companies can succeed in this CRM process. Micro-segmentation is a breakdown into micro-segments of the entire data collection. The user can easily be deeply defined with this segmentation process. Demographic segmentation is a breakdown of the dataset based on the consumers' age, gender, etc. Behavior segmentation is diving the whole dataset based on customers' behaviors. RFM analysis is a behavioral segmentation process based on consumer's behaviors. There is no exact way to precisely conduct micro-segmentation. Thus, this study proposed a new micro-segmentation process. That is applying demographic segmentation with the support of the RFM analysis. This method can easily determine the customers' behaviors accurately and deeply. Insurance companies offer different types of insurance and health insurance is the most critical insurance type for humans. By applying the proposed method in this research, health insurance companies can determine the policyholder's behaviors, claiming patterns, claiming chargers, and other information precisely. Furthermore, health insurance providers can effectively manage their claims using this knowledge.