What you told us - and what we're doing about it.

Your voices, your experience, your feedback matters. In recent months many of you have shared your healthcare experience of using benefits with the Lenora team – through a survey and one-on-one conversations. Your insights are driving real change. This is a summary of what we heard, and how we’re using your feedback to make things better.

When healthcare matters most, it should work best…

… but too often, the system gets in the way.

Common pain points you shared

Not knowing what's covered

Deductibles, preventive vs. diagnostic care, what needs pre-approval. The rules are hard to follow, which can mean paying more or waiting longer than you need to.

Claims you have to chase, repeatedly

Slow processing, denials with little explanation, endless follow-up. Getting it right takes far more time and energy than it should.

Hurdles getting prescriptions

Approval delays, coverage rules, unexpected changes. These can interrupt consistently taking medication that's already working for you.

Not knowing what care will cost

Unclear prices, confusing bills, out-of-pocket surprises. That uncertainty can lead you to put off care you need.

Managing it all on your own

Providers, pharmacies, paperwork, often juggling these for the whole family. Holding it all together adds stress you shouldn't have to carry.

The numbers speak too

33%

people trust the system to work without having to chase it

70%

coordinate their family's care on their own

50%

find benefits information confusing

10%

turn to their health plan first, even for serious issues

Only 10%

use the extra support programs available to them

In your words

Nothing works seamlessly. Everyone has different practices and policies and nobody talks to each other.

Where we're starting first

We're using what you told us to improve the experience in the following areas:

Take the hassle out of claims

Making sure claims are handled right the first time, explained clearly, and resolved without you having to chase down correct information.

Smooth access to prescriptions

Reducing delays and surprises, so you can keep taking the medication you rely on.

Support when care gets complicated

Whether it's a new diagnosis, a procedure or an ongoing condition, having people on hand to help coordinate your care and next steps matters.

Help you stay ahead of your health

Making it easier to take care of your health early, before small issues become bigger ones.

Clear, simple information

Plain-language guidance on what's covered, what it costs and where to go, with plenty of notice when anything changes.

And we’ve already started

What we’ve learned in the last few months has been eye-opening and helpful to set us on a path of simplification. Behind the scenes we’ve been working closely with Lenora to carefully evaluate all aspects of your healthcare benefits – the medical plans, specialist providers, pharmacy vendor, and programs.

We’ll be finalizing decisions in the next few weeks and will make sure you have the information you need before enrollment opens so you have the full picture before choosing options for next year.

Open Enrollment

December 3–12 | Look out for more information

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