Most insured adults lack confidence in navigating their healthcare plans, new polling data finds

A recent national poll from the PAN Foundation’s Center for Patient Research finds that 7 in 10 adults (72 percent) with health insurance are not confident navigating their healthcare plan.

This lack of confidence was particularly pronounced among adults insured by Medicaid, 75 percent of whom reported lacking confidence in navigating their health plan.

Other findings include:

• Respondents who were not confident in navigating their healthcare plans said they would most like additional education on the following topics:
  • When plans will deny coverage (28 percent)
  • How to determine what services are covered (26 percent)
  • Understanding preventive care coverage (25 percent)
  • Understanding how out-of-pocket maximums and deductibles work (25 percent)
• When people have questions about their healthcare plan, 32 percent call their healthcare plan directly, while 22 percent turn to their healthcare provider first. Another 15 percent reported that they conduct online research to find answers and 12 percent ask a family or friend.
• Adults with Medicare (49 percent) are significantly more likely than those with Medicaid (27 percent) to call their healthcare plan first when they have questions about their plan. Among age groups, young adults ages 18-34 are more likely to ask a family member or first (23 percent), while adults over 65 are more likely to turn to their healthcare plan directly (48 percent).

“Our most recent poll findings underscore the pressing need to equip people across insurance types and age groups with the information and tools to better understand and navigate their health coverage, said Amy Niles, Chief Mission Officer at the PAN Foundation. “Health insurance coverage is the primary way millions of people access healthcare services. Without a higher level of confidence in navigating their healthcare plans, people—particularly people with one or more chronic or serious conditions—may face significant challenges when it comes to accessing affordable and timely care.”

When equipped with clear education on complex topics, like healthcare plans, people are empowered to understand, navigate, and advocate for themselves through their care journey. That’s why education is a cornerstone of the PAN Foundation’s mission to ensure everyone has access to affordable, equitable healthcare.

Polling methodology

This poll was conducted between November 12-13, 2024, among a sample of 2,203 adults. The interviews were conducted online, and the data were weighted to approximate a target sample of adults based on age, gender, race, educational attainment, region, gender by age, and race by educational attainment. Results from the full survey have a margin of error of plus or minus 2 percentage points. 

About the PAN Foundation

As a leading charitable foundation and healthcare advocacy organization, the PAN Foundation is dedicated to accelerating access to treatment for those who need it most and empowering patients on their healthcare journeys. We provide critical financial assistance for treatment costs, advocate for policy solutions that expand access to care, and deliver education on complex topics—all driven by our belief that everyone deserves access to affordable, equitable healthcare. 

Since 2004, our financial assistance programs have helped more than 1.2 million people to start or stay on life-changing treatment. In addition, we’ve achieved major policy victories that increase access to care, mobilized patient advocates to call for change, and educated people nationwide on critical healthcare-related topics. We’re committed to working towards a future where equitable health outcomes are a reality for all. To learn more, visit panfoundation.org.