Key differences between Engaged and Disengaged consumers

Engaged consumers have more favorable attitudes and behaviors
Compared to Disengaged consumers, Engaged consumers are…

  • More confident filling out medical forms (87% vs. 40%).
  • Much more likely to feel prepared to select health insurance coverage for themselves (78% vs. 17%).
  • Much more likely to know what they will pay out of pocket when visiting a doctor (97% vs. 35%).
  • Much more likely to carefully research what their doctor says before acting on his or her instructions (81% vs. 34%).
  • In much better health overall (62% excellent or very good health vs. 16%).
  • Much more likely to have a normal Body Mass Index or BMI (60% vs. 16%).
  • More likely to have visited a dentist in the past year (96% vs. 37%).
  • More likely to have a personal doctor (96% vs. 60%).
  • More likely to have visited a doctor in the past year (97% vs. 64%), but fewer total visits on average compared to Disengaged consumers (2.4 visits vs. 3.2 visits).
  • Less likely to have visited an ER in the past year (18% vs. 29%).
  • Less likely to have visited a hospital in the past year (7% vs. 14%).
  • Exercising at least three times per week (77% vs. 21%).
  • Receiving annual physical exams (96% vs. 49%).
  • Concentrating on eating healthier (90% vs. 46%).
  • Much more likely to have had their cholesterol checked in past year (72% vs. 37%).
  • Receiving flu shots each year (68% vs. 25%).

Engaged consumers more satisfied with and more loyal to their health plans
Engaged consumers are much more likely to have private health insurance coverage that they pay for out of their own pocket (46% Engaged vs. 20% Disengaged) and less likely to have government coverage such as Medicaid or state-based plans (8% Engaged vs. 20% Disengaged) or be uninsured (3% Engaged vs. 25% Disengaged).  Having a larger financial stake generally leads consumers to be less satisfied with their health insurance coverage, yet Engaged consumers are significantly more satisfied with their coverage and more loyal to their plan.

  • 43% of Engaged consumers rate their health plan a 9 or 10 on a 0 to 10-point scale compared to 22% of Disengaged.
  • 65% of Engaged consumers rate their health plan a, 8, 9 or 10 on a 0 to 10-point scale compared to 34% of Disengaged
  • When considering overall value for the price paid, 41% of Engaged consumers rate their health plan a 9 or 10 compared to 19% of Disengaged.
  • 61% of Engaged consumers rate their health plan’s overall value a, 8, 9 or 10 compared to 31% of Disengaged.
  • When faced with a 20% premium increase, 59% of Engaged consumers say they would pay the higher price to remain with their current plan compared to 36% of Disengaged consumers.
  • Under the assumption of a 20% premium increase, only 34% of Engaged consumers would change plans and 7% drop coverage while 46% of Disengaged expect to change plans and 18% say they might drop coverage in this situation.
  • Between 2014 and 2015, 16% of Engaged consumers changed plans within the same health insurer (8% for Disengaged), but only 13% actually changed carriers compared to 15% for Disengaged.

When asked to review several statements related to their health plan, more Engaged consumers were much more likely to make positive associations with their plan.

  • 77% of Engaged consumers said “my plan is perfect for people like me” (40% Disengaged).
  • 75% of Engaged consumers think of their insurer as “my health insurance company” (40% Disengaged).
  • 67% of Engaged consumers agree with the statement “the people who work at my plan understand me” (27% Disengaged).
  • 59% of Engaged consumers say the people at their insurer are “sympathetic to my problems” (32% Disengaged).
  • 50% of Engaged consumers believe “my health plan has benefits no other plan has” (19% Disengaged).

Engaged consumers are not…
Engaged consumers are not older on average than their Disengaged counterparts.  Contrary to some expectations, Engaged consumers are slightly less likely to be female (54% Engaged vs. 60% Disengaged) and can be found amongst all ethnic groups and all household sizes.  Engaged and Disengaged consumers are equally likely to choose leading health insurance companies such as Blue Cross Blue Shield, Aetna, Cigna, Humana, Kaiser or United HealthCare.

Despite reporting to be in much better health, Engaged consumers are only slightly less likely to have one or more of the most common chronic conditions like diabetes, high cholesterol, hypertension or mental health issues.  Fewer Engaged consumers smoke cigarettes today, but they are just as likely as Disengaged consumers to have smoked at some point in their life.

This entry was posted in Health Care Engagement, Health insurance - general, Health risk, Satisfaction. Bookmark the permalink.

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