Navigation difficulties were cited as the top reason beneficiaries switched their health insurance plans, according to an Oct. 18 report from the professional services company Accenture.
The 2022 Accenture Consumer Payer Experience Benchmark Survey asked nearly 11,000 Americans 18 and older about how their health insurance companies performed across nine healthcare consumer touchpoints. The survey was conducted online between March and May.
The top three factors causing beneficiaries to switch plans:
1. Ease of navigation - 49 percent. Switching factors included inaccurate or inconsistent information, unanswered questions, poor experiences using digital tools, poor customer service and discomfort with how payers used personal data.
2. Clinical experience/expertise - 35 percent. Switching factors included prescription drug benefits not meeting needs/expectations, condition management programs not meeting needs and wellness or supplemental benefits/perks not meeting needs.
3. Access/network - 32 percent. Switching factors included preferred physician/hospital being out-of-network and lack of convenient healthcare options.