5 Member Insights from our Consumer Experience Survey
Part 4 - Members to Health Plans:“I’m comfortable interacting with AI, but I still want a human connection.”
75% of insured Americans say they would trust artificial intelligence (AI) to find in-network doctors with availability and schedule an appointment.
This key finding comes from a national Consumer Experience Survey of nearly 2,000 insured Americans, conducted by The Harris Poll and sponsored by Pager HealthSM. For more information, see Part 1, Part 2 and Part 3 of this blog series. For health plan executives and decision makers, the message is clear: your members are ready to interact with AI.
There is one condition; however, the survey also found that 79% of members value access to integrated nurse support. In other words, members want AI to work with their care team. As a result, the use of AI needs to support, and never replace, the human touch by giving members the option to access healthcare providers whenever members engage with AI agents.
In addition to being comfortable with using AI to find a provider and book an appointment, members are also receptive to AI supporting multiple touchpoints during their healthcare journey. Here are three more examples.
Daily Wellness Support
73% of respondents said they would trust AI to send reminders that promote healthier habits—such as tracking their mood or suggesting physical activity. Younger Americans (18-54) again show higher levels of comfort at 79%, compared to 65% for those 55 and older. This presents a clear opportunity for health plans to integrate AI tools into members’ daily routines in ways that are proactive and non-intrusive.
Personalized Wellness Recommendations
66% of insured Americans trust AI to recommend self-directed wellness programs, videos, or group challenges based on their medical history and goals—whether it’s reducing stress, quitting smoking, or improving diet. Among younger adults, that trust jumps to 72%. This is a strong signal that members are open to AI tools that deliver tailored, goal-oriented experiences as long as those tools feel personalized and relevant.
AI in Mental Health
When it comes to more advanced AI capabilities—like using facial scanning technology to detect mental health conditions—trust levels drop but remain notable. 55% would trust AI to recommend stress-reduction programs based on such scans, and 49% would trust AI to suggest a behavioral health appointment. However, the age divide is stark: 66% of 18- to 54-year-olds trust this use of AI, compared to just 39% of those 55 and older.
Trust Hinges on Transparency and Human Backup
Even as consumers become more comfortable interacting with AI agents, their trust in this technology requires that certain conditions be met. When asked what would make them more comfortable following AI-generated care recommendations from their health plan:
44% want transparency—understanding how the AI arrived at its suggestion.
43% value accuracy and clinical validation.
42% say collaboration with trusted healthcare professionals is essential.
Other key factors include personalization, data privacy, and a feedback loop that lets members share their experiences and influence future recommendations.
Winning in This New Era of AI
AI is no longer a futuristic concept in healthcare—it’s here, and consumers are ready for it. Health plans that combine AI’s power with human empathy, clear communication, and seamless access to care will be best positioned to lead the next phase of consumer-driven healthcare.
Next Up
In part 5 of our blog series, 5 Member Insights from a National Harris Poll Survey, we’ll summarize the key findings from our Consumer Experience Survey.
See for yourself how Pager Health’s intelligent, connected health experience is guiding members to better health and the “Next Right Thing to Do” for their wellness journey. Book your demo today.