September 04, 2025
Four Times More Likely: Engaged Health Plan Members Drive Lasting Loyalty
A new insights report from Press Ganey uncovers the outsized impact of member engagement in health insurance. According to the findings, members who feel engaged are four times more likely to report positive experiences, 3.5 times more likely to recommend their plan, and significantly more confident in navigating their coverage.
Yet the research also exposes a growing trust gap across Commercial, Medicare, Medicaid, and Marketplace plans. For many members, frustration is rooted in confusing benefits, difficulty accessing care and medications, and impersonal interactions that leave people feeling ignored. These challenges create powerful emotional responses that can erode confidence in the system:
- 60% of members said they couldn’t get care when they needed it, fuelling anxiety
- 50% reported that the plan information is too complex to understand, creating confusion
- 55% of Millennials said deductibles are unaffordable, driving anger
“Trust is earned, not assumed,” said Patrick T. Ryan, Chairman and CEO of Press Ganey. “We now have a clear view of what erodes trust, and what can fix it. Health plans that lead with clarity, empathy, and follow-through will rebuild trust, improve member experience, and deliver results that last.”
The report stresses that fixing processes alone won’t solve the problem. In addition, health plans must tackle these emotional drivers head-on. Real-time, human support at vulnerable moments, empathetic communication infused with situational awareness, and seamless coordination with providers are all crucial steps in transforming the member journey.
By making empathy and connection core to their strategy, health plans can move beyond transactional interactions to create experiences that foster loyalty and long-term trust.
