Enroll America Survey Finds That Over 80 Percent of Consumers Would Recommend In-Person Enrollment Assistance to a Close Friend

By Sophie Stern

Last month, we highlighted findings from the Kaiser Family Foundation’s 2016 survey of health insurance marketplace assisters and brokers, which underscores the value of in-person assistance based on the experiences of thousands of assisters across the country.

Enroll America also set out to learn about the assister landscape during the third open enrollment period (OE3), but from the consumer perspective. I’m excited to report that overall, consumers are satisfied with the in-person help that they are receiving.

During OE3, we surveyed consumers who scheduled in-person assistance appointments through the Get Covered Connector (an online scheduling tool that connects consumers to help in their community), and found that consumers who get help from an in-person assister feel overwhelmingly confident and satisfied with their coverage.

Let’s take a closer look:

  • 76 percent of respondents were able to enroll in marketplace coverage or Medicaid, and 93 percent were somewhat or very confident they chose the best health insurance option for themselves.
  • 86 percent of respondents agreed or strongly agreed that their assister made them feel comfortable during the appointment and understood their personal situation.
  • 82 percent of respondents agreed or strongly agreed that they would recommend in-person assistance to a close friend.
  • 74 percent of respondents said their assister discussed next steps, such as paying for their premium, renewing their coverage, and filing their taxes, which shows that assisters play a key role in making sure that consumers use and (hopefully) keep their coverage.

Appointment Satisfaction

Source: Enroll America, 2016

To connect more consumers to in-person help in your community, your organization can embed the Get Covered Connector on your website (it’s free, and it’s available in English and Spanish!). For additional findings on in-person assistance, you can check out our most recent issue brief: Making the Connection 2.0: Insights Into In-Person Assistance From the Get Covered Connector.

About the survey: Enroll America contacted consumers via email after their scheduled Connector appointments during OE3 (Jan-February 2016).There were nearly 600 survey responses, and participants skew slightly older than the general population, have lower incomes, and most self-reported that they are in good or excellent health.

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