Five moves to strengthen the 2027 member experience
These findings point to focused improvements in onboarding and early member communications that can build confidence after enrollment.
1. Keep the reasons to choose you visible
Review enrollment confirmations, welcome materials, onboarding communications, and early member outreach. Make it easy for members to recognize the specific value that shaped their choice.
2. Give new members a reason to feel confident
A new enrollment does not automatically create loyalty. Among recent switchers in our study, 52% compare plans every year, compared with 24% of members who have never switched.
Carry the value story into enrollment confirmation and the first 90 days. Members should continue to see why the plan they selected fits their needs.
3. Get ahead of questions and surprises
In our study, reduced coverage or benefits was the most frequently selected threat to member confidence at 36%, followed by losing a preferred doctor at 28% and higher costs at 22%.
4. Make communication more useful
In our study, 81% said their plan communicates the right amount. In a separate select-all-that-apply question, 70% selected email, 36% selected direct mail, and 33% selected text as preferred channels.
5. Make the value feel real
Positive personal experience influenced trust for 62% of members and was the most frequently selected factor influencing trust in the study.
Connect the promise made during enrollment to the experience that follows. Help members use important benefits early and recognize when their plan is delivering meaningful value.
Let’s talk about your 2027 member experience.
Tell us where your plan is focused or where you are seeing challenges. A member of our Medicare team will follow up to discuss what the findings could mean for your onboarding, communications, and member experience.
What Medicare members are telling us
Our research shows that members continue to evaluate their plan based on the priorities that shaped their original choice. Onboarding and early-2027 communications can reinforce those priorities, reduce surprises, and make plan value easier to see.
76%
say the reasons they chose their Medicare Advantage plan still influence their decision to stay.
Keep the reasons they chose you easy to see.
52%
of recent switchers in our study compare plans every year, compared with 23.6% of members who have never switched.
A new member may still be an active shopper.
61.6%
say positive personal experience influences trust in their plan.
Trust grows when the plan delivers in real life.
Put these findings to work after enrollment.