CONSUMER SURVEY

Healthcare Consumers are Talking. We are Listening.

 

Every year following Medicare Annual Election Period, ConnectureDRX surveys consumers about their health plan shopping and buying habits in our “Voice of the Healthcare/Medicare Consumer Survey”. We’ve surveyed over 16,000 consumers to date and 2019 marks our 8th year of hosting this survey.

Survey analysis is always done via 3rd party data scientists and consultants.

Our data insights are supplemented by hundreds of 1-on-1 interviews focused on the user experience. We use these insights to inform the market on the various health plan buying trends we are seeing, as well as drive our product innovation.

Digital Medicare

Proactive, positive response to a changing world

In our 2019 Voice of the Healthcare and Medicare Consumer Survey, we surveyed nearly 3,000 Medicare consumers on their shopping and enrollment behaviors.

Ten thousand baby boomers age-into Medicare every day with questions and concerns about getting the right, affordable healthcare coverage. These are concerns that existed well before the 2020 coronavirus pandemic began, and today loom even larger.

Today’s Medicare world is one where online, mobile and work-from-home reign, and where in-person is no longer an option. ConnectureDRX Digital Medicare is not new, but what is new is how people are responding to it and the speed with which it is growing in importance in the world of Medicare shopping, quoting and enrollment for all audiences.

Even though the profile of the senior in 2020 has changed, many of the 2019 challenges still remain. 

A senior’s ability to connect digitally and their need to understand their Medicare plan options is more important now than ever.

The Senior in 2019

  • More active and living longer

  • Geographically mobile

  • Digitally savvy

  • Work and play blended

  • Easing into retirement and retiring later

  • 72% of seniors continue working for healthy aging reasons*

  • 44% saw themselves working less but not retiring completely*

*What ‘Retirement’ Means Now, The New York Times, Sept. 12, 2019

The Senior in 2020

  • A new reality and a new normal
  • Looming health concerns
  • Isolation and fear in uncertain times
  • Virtual connection more important than ever
  • Seniors will rely on digitally savvy agents working from home
  • Those working will lose jobs but now need the income
  • Retirement funds depleted
  • View of retirement is changing
  • Questions about insurance coverage loom large

Highlights from our 2019 consumer survey

What’s Important to Consumers When Shopping?

Prescription drug coverage rising in importance

2018

  • Prescriptions Covered – Ranked 5th 38% 38%
  • Low Monthly Premium – Ranked 1st 54% 54%
  • Keep Current Doctors – Ranked 1st 46% 46%

2019

  • Prescriptions Covered – Ranked 2nd 30% 30%
  • Low Monthly Premium – Ranked 1st 47% 47%
  • Keep Current Doctors – Ranked 1st 23% 23%

Tip: In 2017 and 2018 prescription drug  coverage did not rank as high in importance as  in 2019, but exorbitantly high prices are  moving it up. Alternatives matter.

In ranking what is most important when shopping for a plan, the cost of prescription drug coverage has risen in importance over the years.

Forty-seven percent of seniors ranked a low monthly or $0 premium plan as number one in importance on their list, followed by 23% who ranked keeping their current doctors as their top priority. Moving up in the rankings from previous years, 30% of consumers said that getting specific prescriptions covered was their second priority. This ranking is also impacted by the number and type of prescriptions a person takes daily.

Do Consumers Know they are Paired with their Best Fit Plan?

What makes the health insurance or Medicare plan you chose

the best fit?

  • The premium and the other costs were lower 40% 40%
  • The plan has the lowest ANNUAL costs 35% 35%
  • The plan was $0 premium 30% 30%
  • The plan has the lowest DRUG COSTS 26% 26%
  • The plan has the best supplemental benefits (dental, vision, etc.) 25% 25%
  • I selected the plan that my broker recommended 14% 14%
  • Other (please specify) 9% 9%

Simplification of messaging through plain language, use of universal symbols (iconography) and videos are becoming more important in helping seniors understand the information available to them. It is only in understanding their options can seniors take the right action and make the best decisions for themselves.

Seniors want money back in their pockets, so educate them on what makes a best fit plan – total annual estimates including drug costs.​

Our aim is to provide time tested and proven technology with the right support health plans, FMOs and agents require to digitally connect to seniors. With the right tools our customers can  effectively answer insurance questions, alleviate concerns and guide every senior in confidently enrolling in their best fit Medicare plans online every time.

Why STAY with current plan?

People are happiest when they have a brand they trust.

  • I trust my current health plan and I’m happy with them 65% 65%
  • They happened to have the best Medicare option after shopping around 13% 13%
  • My doctors were on this plan so it made sense to stay 9% 9%
  • My broker guided me and this was the best fit 7% 7%
  • Other (please specify) 6% 6%

Why SWITCH plans?

Although getting advice from brokers has dropped in the past year, beneficiaries still rely on brokers to guide them to their best fit plan.

  • I found another less expensive plan with another company 29% 29%
  • I wasn’t happy with my current plan, company or coverage 26% 26%
  • My broker guided me to a better fit plan 20% 20%
  • I wanted more supplemental benefits 16% 16%
  • My doctors were no longer on my former plan. I changed plans to keep my doctors 2% 2%
  • My plan was no longer available 2% 2%
  • The company doesn’t offer Medicare plans 0% 0%
  • Other (please specify) 6% 6%

Trust in Private Carriers Rises. Trust in Medicare.gov Drops.

In 2019, trust in private carriers rose by 7% from 2018 and trust in Medicare.gov dropped by 22%, most likely due to the challenges Medicare.gov had in launching their new site this year. 

Trust in independent brokers and agents pretty much stayed the same.

Carrier Trust RISES

  • 2019 53% 53%
  • 2018 46% 46%

Trust in Medicare.gov DROPS

  • 2019 55% 55%
  • 2018 77% 77%

Trust in independent brokers MAINTAINED

  • 2019 28% 28%
  • 2018 27% 27%