In a live webinar on June 17, we discussed what “value” really means to health plan consumers—and where are health plans getting it right (or wrong)? Zeldis Research conducted qualitative research with Commercial and Medicare Advantage members to explore how today’s consumers think about, and experience, value in their relationship with their health plan.

In the webinar we shared what we learned, including:

• How consumers truly define “value” in a health plan—moving beyond coverage to expectations around support, partnership, and everyday relevance
• What drives trust and frustration in the carrier relationship, including moments that most strongly shape perceptions of the plan
• Where health plans are seen as table stakes vs. differentiated, and what actually stands out in the eyes of consumers
• The evolving role of self‑service and digital tools, including when they create confidence versus stress
• What consumers believe health plans must do differently to play a more meaningful role in their lives going forward