Understanding health plan member discontent
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As member trust erodes, member loyalty goes with it. This white paper illuminates how payers are pivoting—shifting from reactive fixes to proactive, trust-centric approaches that strengthen and improve the member experience.
In this report, you'll learn:
- The emotional drivers fueling member discontent—anxiety, confusion, and anger—and why they matter more than ever.
- How systemic issues like denials, affordability, and access barriers chip away at trust across all lines of business.
- Why today’s members expect clarity, empathy, and fairness, and how plans can deliver through human-centered design.
- Strategies for rebuilding trust as social capital, from reducing high-frustration moments to embedding clarity into every communication.