Customer Service Isn’t The Priority

Just look at page 20 of 22. The number of Medicare Advantage members has increased by 37,000. However, of those, somewhere around 133,000 were brand new during that period. What does this mean? eHealth lost 96,000 net Medicare Advantage policyholders.

Here’s my personal promise: if you want to change plans, we will absolutely help you get to the new plan. In fact, we will be the first to make that suggestion. We don’t have loyalty to the carrier, we have loyalty to the benefits received by the client.

Very clear here, eHealth is motivated differently, otherwise, it would’ve done better than lose 96,000 members, a 25% loss of existing customer base. By comparison, we lose about 1.5%, and 1% of that is due to death.