Medicare Advantage Insurers Face Member Attrition Without Effective COVID-19 Messaging

As Medicare Advantage plans plot their retention and acquisition strategies heading into the Annual Election Period (AEP) this fall, they may want to consider how their response to the COVID-19 pandemic has been perceived — or whether their members are even aware of their MA plans’ efforts. New data suggests that most carriers have not effectively communicated their COVID-19 response to members.

According to the new COVID-19 and its Impact on Medicare Consumers study from Deft Research, only 24% of MA customers reported that they are aware of their plan’s COVID-19 response, which could include actions such as making online resources available or waiving virtual copayments. Moreover, just 11% of Medicare Supplement enrollees indicated that their carrier has done anything specific regarding the public health emergency.

© 2024 MMIT
Lauren Flynn Kelly

Lauren Flynn Kelly Managing Editor, Radar on Medicare Advantage

Lauren has been covering health business issues since the early 2000s and specializes in in-depth reporting on Medicare Advantage, managed Medicaid and Medicare Part D. She also possesses a deep understanding of the complex world of pharmacy benefit management, having written AIS Health’s Radar on Drug Benefits from 2004 to 2005 and again from 2011 to 2016. In addition to her role as managing editor of Radar on Medicare Advantage, she oversees AIS Health’s publications and manages the health editorial staff. She graduated from Vassar College with a B.A. in English.

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