Overview
With another year of benefit reductions and market exits expected for 2027, carriers can’t afford a weak start to the plan year. A quality enrollment experience, longer tenure, and more engaged members are critical to the bottom line. This study helps industry stakeholders understand the events and touchpoints that drive enduring membership.
When members enter the new year with an incomplete picture of how their benefits changed, cost and coverage surprises follow. Those first weeks shape satisfaction, trust, and loyalty.
Our Medicare Member Onboarding and Management Study is a guidebook for carriers. It shows how to onboard new members and how to communicate plan-year changes to longstanding ones, from the AEP through the first weeks of the new year. It pinpoints where members run into friction, which practices build loyalty, and where gaps remain early enough to correct before CAHPS surveys go into the field.
Plus, this year we examine new members’ first impressions of what defines their insurer’s brand, and which onboarding practices, including personalization, do the most to build trust.
This study also pairs with the Medicare Member Experience Study. The Experience study highlights what consumers want in services and product education, while the Onboarding study shows where the industry hit the mark and where carriers need to refocus for next year.
*Local Market Add-On – Available for this study!
What’s New
- Brand first impressions. Shows what new members think defines their insurer’s brand.
- Trust-building onboarding practices. Identifies which practices, including personalization, do the most to build trust in the carrier.