2024 HealthEdge Consumer Survey Key Trends

Every year, HealthEdge® conducts a study of thousands of healthcare consumers and delivers an annual report that equips health plans with insights to navigate the dynamic health market. With rising competition and consumer expectations, health plans are being pressured to rethink their approach to member engagement and satisfaction. 

Our 2024 survey, of more than 3,500 healthcare members, reveals a clear demand for personalization and proactive engagement from their health plans. This report examines the findings and offers practical guidance on how health plans can improve member satisfaction and boost operational efficiencies.

Understanding the Modern Healthcare Consumer

Today's members are more informed and empowered than ever. Their expectations are shaped by digital experiences in other industries, leading them to demand a higher level of service and control from their health plans.

Key Drivers of Change in Member Expectations

• The Age of Choice: Members have more options for coverage and care, making it crucial for health plans to differentiate their offerings.
• Tech-Savvy Members: A high degree of comfort with digital tools means members expect seamless, on-demand access to their health information and support.
• Cost-Conscious Consumers: With rising healthcare costs, members are actively seeking transparent pricing and affordable care options.
• Regulatory Requirements: Evolving regulations continue to push for greater transparency and member control over health data.

Key Findings

• A majority of members (69%-86%) are “very satisfied” or “satisfied” with their health insurance plans. Notably, the highest satisfaction rates are among those enrolled in Dual-eligible and Medicare Advantage plans, younger populations, those who self-reported to be in “excellent” or “very good” health, and those who have been assigned a care manager.
• When asked what health plans can do to improve their satisfaction, healthcare members emphasize the need for, preventative care, cost transparency, and improved care coordination.
• About 50% of members state that their health plans play a significant role in their healthcare decisions. This demonstrates the positive impact health plans can have in helping members get the right care at the right time to improve health outcomes and lower costs.
• A surprising 65% of healthcare consumers are comfortable using mobile apps, text messaging, and even AI-powered tools to interact with their health plans.
• Nearly 1/3 of healthcare consumers indicate that they are “very likely” or “likely” to switch health plans in the coming year. Members with individual and employer-sponsored coverage are the most likely to switch, highlighting the urgency for health plans to prioritize member satisfaction initiatives

To gain deeper insights, view our 2024 HealthEdge Consumer Survey Blog today.