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Key Takeaways
- Most employees struggle to understand key health plan concepts, creating a gap between coverage and real-world use.
- Complex plan designs – such as tiered drug lists, deductibles, and narrow networks – often remain difficult to apply in everyday care decisions.
- Limited year-round communication leaves employees without ongoing guidance, reducing plan utilization and increasing costly care choices.
- Mismatches between how employees seek care and how plans classify services create confusion, unpredictable bills, and unnecessary spending.
- Simplified plan design, clearer communication, and usability-focused metrics help employers close the gap and improve benefit experiences.




