Understanding health plan member discontent

As member trust erodes, member loyalty goes with it. This white paper illuminates how payers are pivoting—shifting from reactive fixes to proactive, trust-centric approaches that strengthen and improve the member experience. 

In this report, you’ll learn:

Strategies for rebuilding trust as social capital, from reducing high-frustration moments to embedding clarity into every communication. 

The emotional drivers fueling member discontent—anxiety, confusion, and anger—and why they matter more than ever.

How systemic issues like denials, affordability, and access barriers chip away at trust across all lines of business.

Why today’s members expect clarity, empathy, and fairness, and how plans can deliver through human-centered design.