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:

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