Overview
A quality enrollment experience, longer tenure, and more engaged members have become increasingly critical to carriers’ bottom lines. In this study, we help industry stakeholders better understand the important events and touchpoints that drive enduring membership.
Our 2024 ANOC Pulse Study showed just how incomplete seniors’ comprehension of benefit changes were shortly after the arrival of ANOCs. And while some seniors’ understanding of benefit changes grows throughout the AEP, many enter the new year with less-than-complete knowledge of how their benefits evolved. That leads to cost and coverage surprises. Last year, it also led to record OEP switching.
The Medicare Member Onboarding and Management Study is a guidebook that shows carriers how to orchestrate new plan-year updates with longstanding members, as well as how to onboard new members from the AEP through the first few weeks of January.
This study is also closely linked with the Medicare Member Experience Study. While the Experience study highlights what consumers want in terms of services and product education, the Onboarding study shows where the industry hit the mark — and where they need to refocus for next year.
Insights from the 2025 Report
Seniors’ Awareness of Plan Changes Impacts Switching
MA seniors who find out about plan changes after 1/1 are four times more likely to switch during OEP than those informed before 1/1. Informing seniors early helps reduce OEP attrition. While some may remain in their plan longer, delayed awareness leads to twice as many complaints, which can escalate to grievances with CMS. With tight finances, maintaining quality ratings is more valuable than brief enrollment gains from uninformed members.
