Customer and Awareness Surveys 2018 Survey Methodologies Survey - PowerPoint PPT Presentation

Customer and Awareness Surveys 2018

Survey Methodologies

Survey Methodologies  Used similar methodologies to that of 2017  Conducted 3 surveys: Survey Mode # of Dates Completes New and Returning Customer Survey Online 880 Feb/Mar 2018 Lapsed Customer Survey Online 1,139 March 2018 Awareness Survey Phone 1,202 Apr/May 2018  Goals: > Understand enrollment process > Understand reasons for leaving Connect for Health Colorado > Understand awareness and opinions of the Marketplace Connect for Health Colorado 2018 3 Surveys

Key Findings

New & Returning Customers Connect for Health Colorado 2018 5 Surveys

Customers in 2018 showed a similar pattern of enrollment to those of 2017 How Customers Enrolled 42% On the website 42% 31% With a Broker 31% 14% With a phone service representative 15% 4% At an in-person Enrollment Center 4% 4% With an Assister 4% 1% On a paper application 0% 4% Don’t know 4% 2018 2017 Q2. How did you complete your most recent Connect for Health Colorado 2018 Connect for Health Colorado application for health 6 Surveys insurance coverage?

Customers were more satisfied with their enrollment for 2018, compared to that of 2017 Satisfaction with Enrollment 2018 16% 10% 7% 22% 44% 2017 25% 11% 9% 23% 31% 0% 25% 50% 75% 100% Very dissatisfied Somewhat dissatisfied Neither satisfied nor dissatisfied Somewhat satisfied Very satisfied Don’t know Q3. Overall, how satisfied were you with your most Connect for Health Colorado 2018 recent enrollment experience at Connect for Health 7 Surveys Colorado?

The top 3 reasons for using the Marketplace remained the same for 2018 Reasons for Using Marketplace Wanted to see if I might qualify for 34% 33% financial assistance for health insurance 29% To find a lower cost plan 29% My employer does not offer health 25% 29% insurance Do not have affordable health insurance 24% 22% through my employer 18% To compare plans 20% 17% Need coverage for family members 16% 9% Someone recommended it to me 7% Wanted to see if I might qualify for 7% 4% Medicaid 12% Other reason 15% 2018 2017 Q6. [modified in 2018] Why did you choose to use Connect for Health Colorado 2018 Connect for Health Colorado to shop for health 8 Surveys insurance? Please check all that apply. [Randomize]

Customers faced fewer challenges during enrollment for 2018 Challenges During Enrollment 26% The cost of insurance was too high 28% 23% I encountered a technical problem 29% 17% It was difficult to navigate the website 26% I could not understand the descriptions 13% 14% of health insurance plans 13% The enrollment process took too long 20% I did not understand the enrollment 9% 11% process Applying for financial assistance took 9% 10% too long I could not provide the information that 3% 3% was needed 15% Other challenge 19% 38% None of the above 33% 2018 2017 Q9. Did you experience any of the following Connect for Health Colorado 2018 challenges when enrolling with Connect for Health 9 Surveys Colorado? Please check all that apply. [Randomize]

Fewer returning customers changed their plan for 2018 Reasons for Changing Plan My previous plan was discontinued this 42% 60% year 37% Premium cost Yes, I changed my plan this year 23% Out-of-pocket costs (deductible, 19% copayments, coinsurance) 12% 19% My previous plan changed this year 16% 56% The network coverage changed (i.e. 5% 48% which doctors and hospitals are in 5% network) 5% Needed more coverage 4% 2017 2018 2% Needed less coverage 1% 2% My medication was no longer covered 1% 13% Other reason 14% 2018 2017 Q14. [if continuing] Did you change to a different Connect for Health Colorado 2018 Connect for Health Colorado health insurance plan 10 Surveys for 2018?

More customers used the Quick Cost & Plan Finder tool for 2018 Tools and Assistance Used During Enrollment Quick Cost & Plan Finder tool on the 41% 28% website Connect for Health Colorado telephone 29% 34% Customer Service Center 27% A Broker or insurance agent 28% Connect for Health Colorado online chat 15% 14% customer service 12% “Find a Broker” tool on the website 13% Connect for Health Colorado in-person 6% 7% Enrollment Center 4% An Assister 5% 4% “Find an Assister” tool on the website 3% 22% None of the above 24% 2018 2017 Q11. Did you use any of the following Connect for Connect for Health Colorado 2018 Health Colorado website tools when choosing your 11 Surveys health insurance plan? Please check all that apply.

Ratings of the telephone customer service center increased in 2018 A Broker or insurance agent Connect for Health Colorado telephone Customer Service Center 2018 13% 75% 2018 27% 40% 4% 7% 0% 21% 11% 1% 2017 5% 4% 16% 72% 2% 2017 24% 19% 19% 34% 2% 0% 25% 50% 75% 100% 0% 25% 50% 75% 100% Connect for Health Colorado In-person An Assister Enrollment Center 2018 15% 63% 2018 4% 68% 10% 0% 6% 6% 8% 5% 2017 16% 55% 2017 27% 49% 10% 5% 9% 3% 11% 8% 0% 25% 50% 75% 100% 0% 25% 50% 75% 100% Not useful at all A little useful Somewhat useful Very useful Don’t know Q12. How useful were the following when choosing Connect for Health Colorado 2018 a health insurance plan? [Only show items that they 12 Surveys used in Q12]

Connect for Health Colorado’s Net Promoter Score increased in 2018 Net Promoter Score Net Net Promoter Promotor Score Score 4% 4% 2018 37% 19% 42% -14% 2017 49% 14% 36% 0% 25% 50% 75% 100% Detractors (0-6) Passives (7-8) Promoters (9-10) Q19. How likely are you to recommend Connect Connect for Health Colorado 2018 13 for Health Colorado to someone else? Surveys

Most customers believed that changes to the health insurance law would have no impact on their decision to purchase it in the future Impact of Changes to Health Insurance Law on Likelihood of Purchasing Health Insurance New customer 11% 79% 9% Returning 12% 81% 4% customer 0% 25% 50% 75% 100% Make you less likely to buy health insurance in 2019 Have no impact on your decision to buy health insurance in 2019 Make you more likely to buy health insurance in 2019 Q20. [new in 2018] In the past few years, most Americans were required by law to have health Connect for Health Colorado 2018 insurance or else pay a fine. In 2019, people will no 14 Surveys longer have to pay a fine if they are uninsured. Will this…? [Rotate]

Customers worried most about their health insurance costs becoming unaffordable in 2019 That financial assistance will no longer be That you will have fewer health insurance available for purchasing health insurance providers or plans to choose from when using Connect for Health Colorado New customer 14% 8% New customer 13% 15% 17% 51% 8% 25% 38% 7% Returning customer 13% 7% 15% 55% 8% Returning customer 9% 14% 23% 45% 8% 0% 25% 50% 75% 100% 0% 25% 50% 75% 100% That your health insurance costs will increase so much that you won't be able to afford the plan you have now 8% 10% New customer 18% 61% 3% Returning customer 6% 7% 16% 64% 5% 0% 25% 50% 75% 100% Not worried at all A little worried Somewhat worried Very worried Don't know Q21. [new in 2018] When thinking about purchasing health insurance in 2019, how worried Connect for Health Colorado 2018 15 are you, if at all, about the following? Surveys [RANDOMIZE]

Awareness in General Population Connect for Health Colorado 2018 16 Surveys

Sixty-five percent of respondents had heard of Connect for Health Colorado 2018 Awareness of Health Insurance Topics Aware of Connect for Health Colorado 65% 70% Connect for Health Colorado 66% Durango 55% 73% 60% 60% Grand Junction 65% 60% Healthcare.gov 66% 65% 65% Rural 61% 44% 42% Colorado.gov/health 43% North Front Range 64% 43% 64% 43% Colorado Springs 48% Health insurance exchanges 47% 39% 40% Denver Metro Area 67% 18% 16% eHealthInsurance.com 21% Total 65% 20% 22% 2018 2017 2016 2015 2013 Q8. (same as 2015) Have you heard of any of the Connect for Health Colorado 2018 17 following? Please respond yes or no to each. Surveys

Most respondents continued to believe that Connect for Health Colorado has had a positive impact on Coloradans Impact of Connect for Health Colorado on Coloradans 21% 4% 4% 15% 40% 2018 16% 22% 5% 5% 16% 36% 2017 16% 25% 7% 6% 15% 35% 2016 14% 21% 6% 6% 12% 38% 2015 17% Don't know Very negative Somewhat negative No impact Somewhat positive Very positive Q13. [If Q8=heard of C4HCO] (same as 2015) Connect for Health Colorado 2018 Overall, do you think the impact of Connect for 18 Surveys Health Colorado on Coloradans has been….