Overview
2025 was a turning point for consumers who moved to the ACA through an ICHRA, with more than half being “promoters” of their new coverage. ICHRA consumers also showed resilience in rating their coverage highly, regardless of whether they endured a premium increase — something that doesn’t happen in the traditional commercial group space. But with meaningful premium increases on the way (double-digit plus in most markets), ICHRA consumer loyalty will be tested in 2026 like never before.
Our 2026 ICHRA Study Part II: Employees report chronicles how employees managed through cost change, how that impacted them, and how they compare to employees in traditional group coverage who may not have seen quite as high premium increases.
Insights From the 2025 Report
Comparison of NPS Scores: Traditional Group Coverage vs. ICHRA
Employees with traditional group coverage report high Net Promoter Scores (NPS) of 27 when their premiums remain stable or decrease, but scores drop sharply to 6 when premiums rise. This indicates that NPS — and overall satisfaction — among group plan members is closely tied to premium changes.
In contrast, employees with ICHRA coverage maintain consistently high NPS scores regardless of whether their costs increase, decrease, or stay the same, largely due to the flexibility and choice ICHRA offers.
Explore Last Year’s Insights
2025 Commercial Group, ICHRA, and Alternative Health Products Study SIP