Healthcare: Settling Negotiations between a Large Health System and Major U.S. Insurer

What was Sloane’s role in engaging a major U.S. insurer for negotiation progress?

Faced with drawn-out arbitration and growing financial strain around care reimbursements, a large health system partnered with the Sloane team to take bold, proactive action. By publicly announcing its intent to terminate a key insurer relationship, the health system generated immediate leverage and set the stage for renewed negotiations.

What was the approach?

Sloane orchestrated a rapid-response communications campaign designed to inform and mobilize stakeholders and to persuade the insurer to return to the negotiating table. Key elements included:

-Synchronized media outreach, including press exclusives, embargoed news, targeted digital ads, owned and social media, and impactful videos

-Published open letters from employees, employers, and insurance brokers to build broad-based support

-Custom messaging, talking points, and scripts for diverse groups—doctors, patients, and call center staff—to ensure clear and unified communications

-A 180-day action plan to strategically position media content and heighten awareness leading up to the termination date, emphasizing patient care and tailored messaging for those with special treatment needs

-Close coordination with in-house counsel to align communications and legal strategy

What were the results?

By activating a high-pressure communications strategy, Sloane helped secure a swift response from the insurer, restoring negotiations and leading to a mutually satisfactory settlement. New terms were agreed upon, re-establishing the partnership.

Throughout, the communications-first approach was pivotal—minimizing reputational risk, supporting legal objectives, and ensuring patient care remained the number one priority. The case demonstrates how timely, strategic communications can drive business-critical outcomes and safeguard organizational reputation.