Question · Q3 2025
Kevin Fishbach asked about the MLR or margin differential between different channels, plan-to-plan vs. new-to-plan sales, and retention vs. new membership, and whether disenrollment rates are returning to normal or better.
Answer
Jim Rechtin, President and CEO, explained that while explicit margin data wouldn't be provided, channel dynamics are analyzed based on attrition rates, acquisition costs, and engagement rates. He clarified that reduced plan-to-plan sales correlate with better retention, though specific retention data is not yet available. David Dintenfass, President of Enterprise Growth, added that complaint-to-Medicare STARS outcomes also vary by channel.