U.S. workers are comparison shopping for health care — butthere’s a hitch: They don’t really understand how insuranceworks.

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Related: Creating a health-care shoppingculture

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So says the UnitedHealthcare “Consumer Sentiment Survey,” whichasked about Americans’ opinions, attitudes and knowledge aboutvarious health care topics, including comparison shopping,wellness, health literacy, and customer service.

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While the survey found that 32 percent of respondents are usingwebsites and mobile apps to comparison shop for health care, upfrom 14 percent in 2012, that doesn’t mean they really understandwhat they’re looking at. In fact, just 7 percent have a fullunderstanding of all four basic insurance concepts: plan premium,deductible, coinsurance, and out-of-pocket maximum.

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More than 60 percent of respondents were able to successfullydefine plan premium and deductible; however, respondents had atougher time defining out-of-pocket maximum (36 percent) andcoinsurance (32 percent). And that could cost them big time.

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Related: Mobilizing the health care consumerarmy

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In addition, they look upon the activity with — well, one mightsay with loathing, since 25 percent of respondents say they wouldrather file their annual income taxes than select a health plan.Now that’s popularity.

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But when it comes to customer service, they’re definitely notinto anything but live support; 78 percent of respondents saythey’d rather actually talk with a customer service representative,with e-mail or online chat the next most popular options at 7percent each.

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Asked what is most important in live customer service,respondents put the rep’s knowledge first, at 30 percent. That isfollowed by how quickly the call is answered (27 percent) andfeeling the representative has all the necessary information onhand (22 percent).

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Related: The next frontier in price transparency: Bettertools

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Probably unsurprisingly, people have no real idea what medicalservices cost. While the average nationwide cost for a kneereplacement is $35,000, according to the health care pricetransparency website www.guroo.com, only 11 percent of respondentscorrectly chose $35,000 as the average cost for this procedure. Amajority of respondents (63 percent) estimated the cost of kneereplacement to be much lower, with popular answers being $5,000 (14percent), $15,000 (28 percent) and $25,000 (21 percent).

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Respondents are open to technology in health care, though; 56percent who are employed full time said they’d be interested inusing a wearable fitness tracker as part of a workplace wellnessprogram. And 37 percent of respondents would consider telemedicine;they say they are “very likely” or “somewhat likely” to use asmartphone, tablet or computer to access health care services.

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