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How Consumers Got Information About The Exchanges

By
  • Brian M. Kalish
Published
  • June 09 2014, 3:38pm EDT

Despite all the technical glitches with Healthcare.gov and state-run exchanges during open enrollment, a large majority of Americans researching health plan options relied on websites for information, but supplemented their research with other outlets for answers, including brokers and advisers who came out on top with customer satisfaction scores.

New data from The Urban Institute’s Health Policy Center, released Monday, found that half of adults who obtained information on marketplaces only used a website. And while information on those sites was considered helpful by two-thirds of users, they were found to be not as helpful as other information sources. Instead, 80% found insurance agents and brokers to be very or somewhat helpful, and nearly 75% found any assistance involving a person, other than a call center, to be helpful.

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