HealthEdge Survey: Health Plan Members Report High Satisfaction with Their Insurers
17 Junio 2024 - 8:00AM
Business Wire
Survey respondents shared priority areas for
improving satisfaction as greater transparency regarding benefits
and coverage, personalized support, and preventative care
HealthEdge, a next-generation healthcare SaaS company, today
released a substantial consumer survey of 3,500 healthcare members
to gain insights into their challenges and evolving expectations.
Most health plan members (<86%) are ‘very satisfied’ or
‘satisfied’ with their insurers, but one-third of respondents are
likely or very likely to switch insurers next year.
The survey features responses from members with a variety of
health insurance types, including employer-provided, Medicaid,
dual-eligible, and individually purchased. The survey shows equal
representation across all ages, demographics, and health
statuses.
The health insurance industry remains competitive with 92% of
members in the marketplace now having access to 3+ insurance
options. On top of increased competition, consumers continue
looking for more from their health plans. Below is a snapshot of
the challenges and opportunities facing members today.
- Care Managers are Beneficial, but Members Lack Access to
this Resource: 26% of respondents have been assigned a care
manager. This group is among the most satisfied – but the level of
satisfaction varies.
- Insurance Switching is Likely for Many Members:
One-third of respondents are ‘Likely’ or ‘Very Likely’ to Switch
Insurers Next Year. Members with individual and employer-sponsored
coverage are the most likely to switch.
- Members are Interested in AI: 65% are likely to opt for
a health insurer that provides cutting-edge solutions and
AI-powered tools for personalized healthcare experiences.
- Healthcare Access Remains a Challenge: When asked to
rank the top challenges in their health management, members
reported: long wait times (51%), managing health insurance coverage
(37%), managing their prescriptions and refills (33%), and
researching health information (29%).
- Chronic Conditions Impact Most Members: Nearly half of
respondents report having 1-2 Chronic Conditions. 12% of those with
chronic conditions note tools to find less costly care or to find a
doctor or specialist to improve satisfaction with their health
coverage.
“At HealthEdge, we are working with health plans to address
critical challenges across the landscape. Those challenges range
from rising healthcare costs and more choices for consumers which
puts health plan members in the driver's seat. Now more than ever,
members are expecting more from their insurers,” said Alan Stein,
chief product and strategy officer and chief commercial officer at
HealthEdge. “This latest survey highlights the importance of
investment in personalized plans that meet members where they
are.”
More than half of survey respondents (55%) noted personalized
support & preventative care as top of mind, with clear
explanations of benefits and coverage trailing closely behind
(50%). Members are seeking more tailored support and preventative
care that will improve engagement and satisfaction.
Care managers remain a key feature in driving more
personalization and engagement with members. When implemented
appropriately, care managers play a vital role in:
- Supporting wellness programs and helping members manage their
health
- Reviewing medical services against necessity standards and
coordinating with healthcare providers
- Conducting assessments and establishing personalized care plans
to encourage positive health behaviors
- Utilizing automation, digital engagement, and integrated
clinical data to enhance care delivery and member experience
The full findings and report can be found here. To learn more
about HealthEdge, visit: www.healthedge.com
About HealthEdge
Innovating a world where healthcare can focus on people,
HealthEdge® is driving a digital transformation through a single
digital ecosystem that delivers advanced automation and clinical
engagement among healthcare payers, providers, and patients. The
next-generation healthcare SaaS company provides an integrated
ecosystem of advanced solutions for core administration
(HealthRules® Payer), payment integrity (HealthEdge Source), care
management (GuidingCare®) and member experience (Wellframe) that
empower health plans to accelerate business, reduce costs and
improve outcomes. Follow HealthEdge on Twitter or LinkedIn.
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Teagan Cavanaugh pr@healthedge.com