Payer vs. partner: How health plans can create member-centric healthcare experiences

51% of healthcare consumers now view their health plan as a “partner” in their care, rather than just a “payer” of medical bills. The HealthEdge® 2025 Healthcare Consumer Study explores what members want from their health plans—and how health plans can evolve to meet consumer expectations.

Here’s a peek at what consumers reported:

• 78% of respondents use or plan to use mobile health plan apps.
• 64% of respondents are open to trying AI-powered healthcare tools, but many are concerned about privacy and security.
• 42% of respondents list monthly premiums or out-of-pocket costs as reasons to stay or leave a health plan.

Learn how to meet your members’ needs.