Here are key highlights of the report:

Members prefer the "fastest" and "easiest" ways to connect with their insurer, but they can't agree on which channels best provide that connection. The division doesn't necessarily fall along generational splits, either: 31% of Baby Boomers want to use the website, while 31% of Gen Z prefer to call.
Insurance providers that cover telehealth have a 12% higher trust score from their members than providers who do not provide telehealth coverage.
Across all survey respondents, benefits, copayments, and in-network providers were the most important factors when selecting a health insurance policy. Cost transparency and mental health were relatively less important to members as a whole but extremely important to Gen Z. In fact, cost transparency is 116% more important to Gen Z than to the average member, and it's the second most important factor in their decision making. Perhaps even more noteworthy, mental health coverage is 281% more important to Gen Z than to other respondents.

Read more:

Instant Insights /

Member satisfaction: How do health insurers stack up?