A Guiding Framework on Health Insurance Literacy

1. A Guiding Framework on Health Insurance Literacy Heather Bates, LMSW State Assistance, Enroll America Indiana Primary Health Care Association Annual Conference 2015

2. Agenda • Introduction to Enroll America • Get Covered America outreach campaign • Why Health Insurance Literacy (HIL) Matters • Findings from OE2 • HIL Resources & Tools

3. Introduction to Enroll America Enroll America is an independent, nonpartisan, nonprofit 501(c)(3) organization that provides coalition-building and technical assistance support in all 50 states and the District of Columbia.

4. II. Why Health insurance literacy (HIL) matters

5. What is HIL? HIL measures whether individuals can: • Evaluate information about health plans • Select the best plan for their needs and budget • Use the plan once enrolled Source: Consumers Union, Measuring Health Insurance Literacy: A Call to Action, February 2012. Available on-line at: http://consumersunion.org/pub/Health_Insurance_Literacy_Roundtable_rpt.pdf

6. Why HIL Matters To Help Consumers Get Covered and Stay Covered

7. Knowledge Gaps Only 14 percent of all respondents accurately understood these four concepts: deductible, copay, co-insurance and out-of-pocket maximum. Nearly half of assister programs had seen people who did not understand how to use insurance. Sources: Adapted from Enroll America & Consumers Union Presentation; Loewenstein, “Consumers’ misunderstanding of health insurance,”Journal of Health Economics, September 2013; Kaiser Family Foundation, Survey of Health Insurance Marketplace Assister Programs, July 2014

8. Limited Info & Support = Loss of Coverage Example 1: Manuel got covered, but lost his coverage mid-year

9. Consumer-Focused Support = Keeping Coverage Example 2: Tanisha got covered and stayed covered

10. Empowering the Individual HIL: What the Consumer Needs to Know

11. III. OE2: What we know & what we don’t

12. New Issue Brief on HIL! Available on EnrollAmerica.org the week of May 11, 2015

13. Key Takeaways • Know the population you serve • Learnwhat enrollees value • Meet consumers where they are in the health coverage process • Sharing information in plain language is not enough to move the needle on HIL • Develop partnerships to engage consumers

14. Themes explored: • Consumers’ interest in receiving information about health insurance terms and concepts • The best times to expose consumers to information about health insurance in order to positively affect their behavior • What messengers consumers want to hear from about health insurance and how to use coverage • How consumers are interested in receiving new information About the survey: Web-based survey of 1.2 million consumers on the Get Covered America email list 1,617 respondents (more likely to be over 55, female, and White) Not nationally representative February 28-March 4, 2015

15. The Uninsured and Marketplace Enrollees Want More Information! Source: Enroll America, A Guiding Framework on Health Insurance Literacy for the Outreach and Enrollment Community, May 2015

16. Getting the Info & Timing Right is Key 2 3 1 • Covered • How to pay monthly premium and why it matters • How to use coverage • How to report changes • How to file an appeal How to renew coverage • Uninsured • Why health insurance matters • Financial help and in-person assistance is available • Shopping for Coverage • How to find a plan that meets needs and budget Source: Enroll America, A Guiding Framework on Health Insurance Literacy for the Outreach and Enrollment Community, May 2015

17. Who the Uninsured Want to Hear From About Health Insurance Basics Source: Enroll America, A Guiding Framework on Health Insurance Literacy for the Outreach and Enrollment Community, May 2015

18. Who Marketplace Enrollees Want to Hear From About Using Coverage Source: Enroll America, A Guiding Framework on Health Insurance Literacy for the Outreach and Enrollment Community, May 2015

19. Preferred Method of Communication on Health Insurance & How it Works Source: Enroll America, A Guiding Framework on Health Insurance Literacy for the Outreach and Enrollment Community, May 2015

20. No Health Insurance Info Please… • Some reported not wanting to receive information • These individuals were more likely to report knowing complex health insurance terms

21. Themes explored: • Does providing information about health insurance terms and concepts through email motivate consumers to take action? • Does this information improve confidence about related terms and concepts? About the survey: 972 respondents from the HIL email test Not nationally representative February 28-March 4, 2015

22. Enroll America’s HIL Email Test

23. 5-Point Framework on HIL for Enrollment Stakeholders What Do We Do Now? • Identify the most persistent gaps in knowledge. • Understand what information consumers value about coverage. • Learn the best times to expose consumers to information in order to positively affect behavior. • Identify how and under what circumstances consumers are interested in receiving new information. • Know who consumers want to hear from (e.g. health plan or provider).

24. Call to Action Use the 5-point HIL framework – start today! Join Enroll America’s HIL listerv and share info with colleagues from around the country Visit Enroll America’s HIL Resource Hub – find materials and evaluate resources Email Contact: Sophie Stern, Deputy Director, Best Practices Institute, sstern@enrollamerica.org

25. IV. HIL Resources & Tools

26. Collaborate & Promote Best Practices Join Enroll America’s HIL Listserv and start the conversation today! To join the list serve email hbates@enrollamerica.org #healthinslit

27. Share, Learn & Evaluate Visit Enroll America’s HIL Resource Hub http://www.enrollamerica.org/hil/ • Find consumer-friendly tools by topic and type • Rate posted materials

28. 2015 State of Enrollment Conference Join Enroll America at the State of Enrollment Conference in Washington, D.C., June 10-12: http://stateofenrollment.org/.