Do you want to pay a healthcare bill online?   Make a payment now

The Trends in Healthcare Payments Eleventh Annual Report: 2020 is now available for download.

Every year, the Trends in Healthcare Payments Annual Report is distributed to start a conversation in the healthcare payments industry with the hope of being a catalyst for change and improvement. In 2020, the conversation and change needed are unlike any seen in the report’s decade plus history. The COVID-19 pandemic will have far-reaching impacts on the administrative side of healthcare, and all stakeholders experienced rapid change. All stakeholders – consumers, providers and payers alike – must prioritize these trends that create opportunity for future growth, including streamlined payments, to accelerate recovery.

View the Webinar

Dive into the trends and explore how a global pandemic impacted payments for consumers, providers and payers.

Watch Now
More than 3 in 4 consumers want contactless options made prevalent amid COVID-19 to remain in the future, including telehealth and digital payments. 82% of consumers want to make all of their healthcare payments in one place. More than half of consumer would consider switching providers for a better healthcare payments experience.

The COVID-19 pandemic impacts exacerbated the already fraught financial situation for consumers in healthcare, as costs continue to increase for premiums and medical bills. The pandemic also highlighted how much the healthcare industry needs to catch up in the digital world. Consumer sentiments show the demand for contactless experiences that are also digital and convenient has been on the rise for years, and 2020 might be the year where the importance of this was fully realized. Consumer trends have consistently pointed to a preference for streamlined payment experiences, including electronic, online and automated.

More than half of providers changed their contactless payments strategy due to COVID-19. 2 in 5 providers said their primary revenue cycle concern was related to COVID-19. 84% of providers prefer EFT from payers, but 62% of payers still pay providers with paper and fee-based options.

There is a troubling disconnect between consumer expectations and payment realities in healthcare. Many providers, however, do not see the correlation between the patient healthcare payments experience and overall patient loyalty and satisfaction. The current payment challenges facing providers are further exacerbated by the financial consequences of the COVID-19 pandemic. Providers must find new solutions for their payment challenges quickly. The trends indicate that the clearest path forward for providers will be paved with digital, contactless payment and communication channels, which can improve the patient experience and ultimately help providers collect more from patients at lower costs.

76% of payers receive paper-based manual payments for premiums, but 78% of consumers prefer to pay their premiums online. About 9 in 10 payers leverage or plan to leverage artificial intelligence and machine learning. 95% of payers prioritize consumer preference for making all of their healthcare payments in one place.

Payer-related trends show payers play a vital role in shaping the healthcare payments industry, including managing shifts in consumer financial responsibility. In 2020, payers were the sole industry stakeholder seeing positive financial trends. This has the potential to be short-lived based on many factors including a hard look at administrative costs along with the experiences they deliver to members, provider networks and employer groups. Payers are in a unique, powerful position to be able to drive digital payments for both payer-to-provider claim payments as well as premium payments and member-to-provider payments. This leadership and digital shift are needed now more than ever.

For more than a decade, the Trends in Healthcare Payments Annual Report has been published for the purpose of objectively educating the market and promoting awareness, change and greater efficiency. These trends highlight quantitative data derived from the InstaMed Network and feature qualitative, proprietary, independently gathered survey data from consumers, providers and payers nationwide. Trusted third party sources are also used to analyze the market from the perspective of all stakeholders – consumers, providers and payers.


The previous reports are available for download below:


This material was prepared exclusively for the benefit and internal use of the JPMC client or prospect to whom it is directly addressed (including such entity’s subsidiaries, the “Company”) in order to assist the Company in evaluating a possible transaction(s) and does not carry any right of disclosure to any other party. In preparing these materials, we have relied upon and assumed, without independent verification, the accuracy and completeness of all information available from public sources or which was provided to us by or on behalf of the Company or which was otherwise reviewed by us. This material is for discussion purposes only and is incomplete without reference to the other briefings provided by JPMC. Neither this material nor any of its contents may be disclosed or used for any other purpose without the prior written consent of JPMC.

J.P.Morgan, JPMorgan, JPMorgan Chase, Chase and InstaMed are marketing names for certain businesses of JPMorgan Chase & Co. and its subsidiaries worldwide (collectively, “JPMC”). Products or services may be marketed and/or provided by commercial banks such as JPMorgan Chase Bank, N.A., securities or other non-banking affiliates or other JPMC entities. JPMC contact persons may be employees or officers of any of the foregoing entities and the terms “J.P.Morgan”, “JPMorgan”, “JPMorgan Chase” “Chase” and “InstaMed” if and as used herein include as applicable all such employees or officers and/or entities irrespective of marketing name(s) used. Nothing in this material is a solicitation by JPMC of any product or service which would be unlawful under applicable laws or regulations.

Investments or strategies discussed herein may not be suitable for all investors. Neither JPMC nor any of its directors, officers, employees or agents shall incur in any responsibility or liability whatsoever to the Company or any other party with respect to the contents of any matters referred herein, or discussed as a result of, this material. Any projections or estimates contained herein are not guarantees of future outcomes. This material is not intended to provide, and should not be relied on for, accounting, legal or tax advice or investment recommendations. Please consult your own tax, legal, accounting or investment advisor concerning such matters.

Not all products and services are available in all geographic areas. Eligibility for particular products and services is subject to final determination by JPMC and or its affiliates/subsidiaries. This material does not constitute a commitment by any JPMC entity to extend or arrange credit or to provide any other products or services and JPMC reserves the right to withdraw at any time. All services are subject to applicable laws, regulations, and applicable approvals and notifications. The Company should examine the specific restrictions and limitations under the laws of its own jurisdiction that may be applicable to the Company due to its nature or to the products and services referred herein.

Notwithstanding anything to the contrary, the statements in this material are not intended to be legally binding. Any products, services, terms or other matters described herein (other than in respect of confidentiality) are subject to the terms of separate legally binding documentation and/or are subject to change without notice.

JPMorgan Chase Bank, N.A. Member FDIC.

Download PDF

Thank you for your interest in InstaMed. Please complete and submit the webform below and your PDF Download will become available.

  • Cancel

Thank you for your interest in InstaMed.

Please click the link below to download your PDF.

Download PDF

To learn more about InstaMed, please click here.