This #AccessibilityFailFriday post is about one of every American’s least favorite topics: health insurance
The image attached to this post is one I received from my insurer ahead of an appointment. It offers me guidance on how to calculate what I will owe ahead of my next appointment. Here’s the usability fail: I hit my out-of-pocket max for the year almost eight months ago?
Here’s a quick breakdown of definitions for those of you not familiar with American health insurance terminology
– Deductible: is the amount the insured person pays before their insurance kicks in a dime.
– Co-pay: is the insured person’s set fee for medical services after the deductible is met.
– Out-of-pocket max: is the maximum amount you’ll have to pay in a year. Once you hit this, insurance covers everything.
I hit my out-of-pocket max in March. Since then, I have owed zero for all my covered health care. So why am I being sent a message about how to calculate what I owe?
When you’ve already hit your out-of-pocket max, receiving a “how to calculate what you owe” email can deter you from seeking the urgent care you need. Why? It causes unnecessary stress and confusion, making people second-guess if they should go to the doctor. For many not as confident as I am about my health coverage, it might mean a 30-minute phone call to customer service, yet another #DisabilityTax.
Kaiser has this information. Eliminating messages to those who have hit their out-of-pocket max is not rocket science. If I can write the code in my head to do this over thirty years after receiving my CS degree, insurers should be able to, too.
Insurers need to step up and clarify communications, especially when it’s clear: you owe nothing.
Alt: A message from one American health insurance. “Hi Sheri,
with your deductible plan, you’ll pay for care a little differently.Get ready for your visit by estimating your costs and understanding what to expect.”
Button: Estimate your costs
During your visit, you may get additional services such as X-rays or blood tests. These may have extra costs. If so, you’ll get a bull later.
Information about paying the full amount for many services listed beneath it.