The survey of 2,500 insured adults ages 18-64 found that most consumers are confused about where to turn for help in resolving problems with their health plans, especially with regard to the right to appeal health plan decisions to an independent expert. The survey was designed and analyzed by Kaiser Family Foundation staff with advice and input from Consumer Reports under a joint project developed to help consumers resolve difficulties with health plans. Highlights from the survey will be featured in the July issue of Consumer Reports . In general, people reported similar levels of stress for dealing with their health insurance company as for doing their taxes and dealing with their auto mechanic. The survey showed that most people who had a problem with their health plan sought some means inside their plan to resolve the problem, while few turned to external resources.
More serious problems appear to be more difficult to resolve.
Most people appear confused about where to go for help if they have a problem with their health plan and whether they have a right to appeal health plan decisions to an independent expert. Forty percent of people do not know whether they have the right to appeal a health plan decision to the state or to an independent medical expert. As Congress debates giving patients new rights, the truth is that most people remain in the dark about some they already have. Methodology The Kaiser Family Foundation National Survey of Consumer Experiences with Health Plans was designed and analyzed by researchers at the Kaiser Family Foundation. Fieldwork was conducted by telephone by Princeton Survey Research Associates between October 20 and December 8, 1999.