Maintaining Benefits
The renewal and recertification process for benefit recipients is often easier than initial application and enrollment.
However, missed communications about the renewal process often leads to recipients losing benefits, forcing them to start over with an initial application.
The process doesn't stop once the first benefits are delivered.
Churn—the term for when benefit recipients disenroll from and then reapply to benefits programs within three months of disenrollment—is typically caused by recipients not being aware that they needed to renew those benefits. This loss of benefits causes substantial administrative burdens for both applicants and delivery agencies.
Innovative agencies are using human-centered design to reformat and rewrite renewal notices, nimble technology such as text messaging helps to ensure recipients receive notifications and stay enrolled, and integrating data, by sharing information between initial and recertification applications and verifying information from other sources. Here, find resources, including step-by-step guidance on taking on redesign of renewal communications and implementing technology that helps reduce coverage gaps and maximize benefits.