5 Member Insights from a National Harris Poll Survey
Part 5 - Members to Health Plans: “Trust begins when my health plan shows up for me.”
How much do members trust their health plans?
To answer that question, Pager Health℠ commissioned The Harris Poll to conduct a national Consumer Experience Survey of nearly 2,000 insured Americans. Over the past several weeks, we’ve explored the findings in a series of blogs: Part 1, Part 2, Part 3, Part 4. In this blog, we’ve summarized the four key insights revealed by the survey.
1) Members Want to Trust Their Health Plans, But There’s a Long Way to Go
First, trust is the foundation for member engagement, brand loyalty, and better health outcomes. Yet, the survey found that only 25% of insured Americans trust their health plans to help them make important healthcare decisions.
Despite this low level of trust, members still want their health plans to play a more active and supportive role in their health. For example, according to the survey:
79% say 24/7 access to an online nurse would improve their wellbeing.
77% believe wellbeing apps would be more effective if they also helped with follow-up care.
84% would trust their health plan more if it simply provided accurate provider information.
The message is clear: members are open to trusting their health plans, but only if those plans step up to deliver accurate, timely, and humanized support across their healthcare journey.
2) Personalization: What Every Member Expects
Second, personalization is no longer a nice-to-have; it's the baseline for meaningful engagement. Members expect tailored, real-time guidance.
74% want personalized recommendations immediately after a medical appointment.
83% say personalized alerts would encourage them to use wellness programs more often.
45% are more likely to follow health advice if it's customized to their specific needs.
Unfortunately, 59% of those who currently receive communications from their health plans say they are too generic. Health plans that deliver the right message at the right time can drive better behavior, stronger relationships, and healthier outcomes.
3) Defragmenting the Member Experience
Third, another recurring frustration is the fragmented and reactive nature of dealing with health plans. The top three pain points cited by survey participants were:
Difficulty finding accurate, relevant information.
Inability to reach a live person when needed.
A perception that health plans only focus on “sick care,” not prevention or wellness.
Consumers want more from their health insurance than just financial coverage; they want a partnership. That means seamless integration across the care continuum, including:
Proactive outreach after appointments.
Easy scheduling through provider-finder tools.
Wellness programs embedded into everyday interactions.
By delivering coordinated support that spans both treatment and prevention, health plans can evolve into a valued health partner for their members.
4) AI: The Future Is Now, With Limits
Finally, perhaps most striking is the growing comfort consumers have with AI in healthcare. According to the survey:
75% trust AI to help find in-network doctors and book appointments.
73% would trust AI to send daily wellness reminders.
66% are comfortable with AI recommending wellness programs tailored to their goals.
However, members are definitely not ready to fully replace human care. 79% want access to integrated nurse support, even when interacting with AI.
When asked what would increase trust in AI-generated care suggestions:
44% want clear explanations behind the AI’s recommendations.
43% value clinically validated suggestions.
42% insist on collaboration with healthcare professionals.
The implication? AI should be a tool for enhancement, not replacement. When health plans combine intelligent automation with human empathy, they unlock the full potential of personalized, scalable care.
A New Standard for Member Experience
Pager Health’s Consumer Experience Survey reveals a pivotal shift in what members expect from their health plans. Trust, personalization, integration, and AI are not separate pillars; they are interconnected forces shaping the future of healthcare. Payors that embrace this shift will not only build deeper trust but will also lead the charge in delivering the member-first experiences that consumers now expect and deserve.
For more information, check out our Consumer Experience Survey; or see for yourself how our 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.