Question · Q3 2025
Kevin Fischbeck inquired about the MLR or margin differential across different channels (good/bad, plan-to-plan/new-to-plan, retention vs. new membership) and whether disenrollment rates are returning to normal or improving.
Answer
Jim Rechtin, President and CEO, explained that Humana evaluates channels based on attrition/retention rates, cost of acquisition, and engagement rates, without providing explicit margin data. He noted that reduced plan-to-plan sales, which are correlated with better retention, are being observed year-over-year. David Dintenfass, President of Enterprise Growth, added that complaint-to-Medicare Stars outcomes also vary by channel.