Identify and present a model of barriers to the establishment of electronic insurance services system

E-services have advantages such as increasing speed, increasing access and reducing costs, and non-electronic insurance services lead to a decrease in the speed of service delivery and will lead to dissatisfaction of the insured. Also, in the current context in which coronary heart disease has grown in the world and it will take years to eradicate it, we need to move more towards providing more e-services.

 The purpose of this study is to identify the obstacles to the establishment of electronic insurance services in Ahwaz health insurance. The research method is applied in terms of purpose, and in terms of nature, it falls into the category of mixed research (qualitative and quantitative). In the first stage, a questionnaire was provided to the experts using the Delphi method, and finally 8 barriers were identified as barriers to the establishment of the electronic insurance services system: process barriers, infrastructure barriers, support barriers, cultural barriers, knowledge barriers, financial barriers, manpower barriers. Human, executive barriers. In the second phase of the research, a questionnaire was designed based on the identified barriers and provided to the staff of health insurance branches.

The results showed that the identified barriers, including process, infrastructure, cultural, manpower, financial, knowledge, support and executive barriers, had a significant impact on the establishment of the electronic insurance services system, respectively.

 In order to establish an electronic insurance services system, the desired barriers should be identified in order of priority and addressed according to the barrier model.