By Indrani Halder , Mike Cantor , Vimbai Mudimu and Anoop Tripathi

Aug. 19, 2025 | Article

Most health plans today are stuck—and not in a subtle, fix-it-with-a-dashboard kind of way. They’re stuck in complexity of their own making. They sunk millions, sometimes hundreds of millions, into technology upgrades, interoperability solutions, data lakes and shiny front-end portals. And yet, for the health plan member, healthcare experiences feel like standing in the TSA line at a third-tier airport: confusing, repetitive, opaque, indifferent and deeply impersonal.