Health insurance has seen drastic changes unfold due to COVID – record numbers of unemployed consumers mean spikes in enrollment for state health exchanges and declines in employer-tied health insurance; and the increasing need for behavioral health options. Insurers largely have responded to these changes in consumer behaviors by expanding access to affordable (or free) telehealthcare, coverage for COVID-related tests and treatment, and premium rebates for services not rendered. However, what insurers are realizing is many members who are not sick with COVID are avoiding seeking continued preventative care, potentially jeopardizing their health in the near- and long-term.

Our team conducted a digital listening exercise to understand how payers, consumers, and agents have adapted and evolved within the health insurance space from April to July 2020. We summarized our findings in a wrap-up report while also providing bi-weekly briefings. Get access to our entire library of research detailing our key findings, an in-depth breakdown of the trends below, and actionable implications for you.

• TREND 1 - Digital Care Delivery
  Telehealth adoption grew quickly from member demand for safe, socially distant care.
   
• TREND 2 - Lack of Communication
  Some 50% of health insurance members experience a lack of outreach from insurers during the pandemic.
   
• TREND 3 - Care Accessibility
  As consumers lost their jobs and income, insurers removed traditional barriers to care.
   
• TREND 4 - Whole Health Support
  Americans are seeking behavioral health services to combat mental stress. 
   
• TREND 5 - Community Investment
  As jobs were lost, food insecurity became a more prominent issue during the pandemic.