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Understanding the way insurance works and individual plan details can dramatically impact the way Americans seek and receive care, and in today’s rapidly changing healthcare landscape, patients need help deciphering their coverage. Today, Zocdoc launched Zocdoc Insurance Checker, a new feature to help patients decipher their medical insurance card, select the right insurance plan and get verified plan details in real-time.

Recently, Zocdoc partnered with Kelton Global to conduct a survey of more than 1,000 insured Americans, gaining insights into their understanding of how insurance works and level of confidence in their own insurance coverage.

Survey Highlights:

Insured Americans Struggle to Find In-Network Doctors

  • 28% of insured Americans are not always confident that the doctors they book appointments with will be in-network.
  • 20% have been turned away when booking with a new doctor because the doctor didn’t accept their insurance.
  • 16% made an appointment with a new doctor not knowing if their insurance covered the visit.
  • 51% of insured Americans think it would be frustrating to make sure their preferred doctors were still in-network if their insurance was changing.*

Confidence and Understanding Varies by Age

  • 66% of Millennials have a difficult time figuring out what their insurance will cover.
  • Millennials are the least confident generation: only 56% Millennials are confident they understand how insurance works.
  • Millennials are more likely than other generations to have put off seeing a doctor because they didn’t understand their health insurance or they couldn’t find their insurance card.
  • GenX is more likely than Millennials or Boomers to feel their insurance coverage is not predictable.
  • GenX is more likely than younger and older generations to find it confusing to understand how much they will pay versus how much their insurance company will pay.

Insurance Coverage and Cards are Hard to Understand

  • More than half (56%) of insured Americans say they have a difficult time figuring out what their insurance will cover.
  • Only 8% think it their insurance card is intuitive, and only 27% think their card is well-designed.
  • Those who feel their insurance cards are difficult to understand are less likely to feel confident they understand what their health insurance covers.**

Higher Confidence Leads to Better Care

  • 77% of insured Americans would like an easier way to ensure their doctor is in-network when booking appointments.
  • If they were unable to book an appointment with an in-network doctor, 17% of insured Americans would go to the emergency room and 14% would go to an out-of-network doctor; 22% would skip going to the doctor altogether.
  • 63% of insured Americans would be less likely to avoid getting care if they had more confidence in their insurance coverage.

Survey Methodology:

The Zocdoc Survey was conducted between July 24 and July 31, 2017 by Kelton Global among 1,008 insured Americans ages 18-65 with health insurance, using an email invitation and an online survey.  The margin of error is +/- 3.1% from the result that would be obtained if interviews had been conducted with all persons in the universe represented by the sample.  The margin of error for any subgroups will be slightly higher.

*of those who would find something frustrating about switching their insurance.
**compared to those who don’t find insurance cards hard to understand.

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