5 distict differences in aca exchange new insuredv cs final

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Santiago Solutions Group Findings

Distinct Differences Between New ACA Exchange Insured & Group Insured Consumers

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5 Differences between New ACA Exchange Insured & Long-term Insured

1Education

5Health system

cultural nuances

4Preferred

experience channels

2Health care literacy

3Language

SSG decoded key differences between long standing insured and new ACA Exchange consumer, which could improve

relationships and retention with current new ACA enrollees.

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EducationHS Diploma/Less vs College Educated

1. These populations will likely be miles apart in their ability to understand complex terminology, processes and documentation in the unfamiliar world of health care and health insurance, requiring materials and follow-up to be available at basic and below basic levels.

2. Engaging potential eligibles and newly ACA insured will require clear and simple communications due to their low Health Care literacy and experience.

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Uninsured Insured

Some College or above 75%High School Diploma or Less

43%57%

25%

≤HS≤H

S

Colle

ge+

Colle

ge+

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Health Care Literacy

29%

No Insurance History vs. Long-term Insured

Lack of experience with health care and health insurances worlds will further complicate their ability to navigate the unfamiliar health care and health insurance territory, including understanding such standard topics as: co-payments, deductibles, maximums, and complex prescriptions plans.

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What are the choices for health Insurance?

How do I get it?

How do I use it?

What will it cost me?1

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Language

66% of Hispanic eligibles are Spanish dominant

They may lack communication essentials, requires in-language materials & services

3

Uninsured Insured

66%

30%34%

70%

Spa Dom Eng Dom

Hello

!

¡Hola

!

¡Hola

!

Hello

!

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Preferred Experience Channels

29%

Face to Face > Digital

• Despite being known for being more socially connected and generally mobile savvy, 40% of the uninsured Hispanic eligibles are offline

• Active storefronts and face-to-face staff will be required to bring consumers from enrollment to onboarding at a comfort level, to build trust and conduct business in an unfamiliar arena

2x

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Banking MethodsWNH 25-64

Insured Uninsured

58%39%

26%53%

14% 8%

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Health System Cultural Nuances

Uninsured Use vs. Insured Use

1. They may view health through distinct cultural nuances, such as: Believing they are their own doctors, or believing hat certain conditions (such as pregnancy) are natural and do not require medical attention

2. Their insured counterparts more likely believe that the doctor knows best and may be more inclined to prevention.

3. Overall clarity and simplicity in information and service can bring in the newly insured population into the fold of regular checkups

Importance in Medical Consultation

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Uninsured Insured

52% 63%

48% 37%

Doctor Knows BestI'm My Own Doctor

ExchangeEligible Insured

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1. Modifying information and services to accommodate the distinct difference with newly insured ACA consumer could improve their customer experience, help increase brand image, and strengthen relationships.

2. Improved customer experience will increase customer loyalty, and ensure healthier business growth through retention and positive referrals with ACA eligibles during the upcoming ACA Open Enrollment Round #2.

CONCLUSION

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• SSG Analyses of Scarborough USA+ 2013R2Uninsured Eligibles: Uninsured, Ages 25-64, FPL 139-400. Insured: Insured, FPL400+

• Scarborough USA+ 2013 and GfK MRI Fusion R2 Survey of the American Consumer; Enrolled a/o Apr 19 FPL 400%+ vs Uninsured + FPL 139-400%; Age 25-64. Significance tests run at 95% confidence level

• SSG Wellness SpectrumTM Powered by GfK-MRI

Sources:

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