What will exchanges really look like?

01/25/2013 | Kaiser Health News

Focus groups have taught three Colorado nonprofits a lot about what people want to see in health insurance exchanges, and the take-home message from the research is that exchange planning has a long way to go to meet expectations. Participants, whose composition roughly mirrored the expected demographics of exchange users, expressed concern about choosing their own policies, understanding technical language and whether there would be sufficient support from experts. The state is developing a call center and may open venues for personal interaction. The exchange concept has often been compared with online travel shopping sites, but this report suggests TurboTax may be a better model.

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