Changes ahead for the Individual plan experience

Beginning January 1, 2027, we’re changing how we administer individual market plans. By aligning individual plans with the same operating model and tools used across other products, we’re simplifying the member, producer, and provider experience.

“Our goal is to make it easier for members to manage their coverage while giving producers a more consistent experience supporting their clients,” said Justin Cusber, Individual Market Business Manager. “We’re building on proven processes to create a smoother experience for everyone involved in an individual plan member’s healthcare journey.”

Here’s what you and your clients can expect:

A new member portal

Members will have access to a new online account experience. Through the portal, members can view coverage information, access digital ID cards, manage payments, and take advantage of other self-service tools. Additional information and resources will be available before the transition to help members set up their accounts and become familiar with the new experience.

New member ID numbers and ID cards

All individual plan members will receive new member ID numbers and new ID cards for 2027. Members should begin using their new ID cards on January 1, 2027. We encourage producers to remind clients to watch for their new cards and show them to providers at future healthcare visits.

New member payment and AutoPay process

The transition includes a new billing and payment platform for individual plans. Existing AutoPay settings will not carry over to the new system, so members who use automatic payments will need to enroll again after creating their new account. Members enrolling in coverage for 2027 will also need to make their first payment through the new payment process to activate coverage. We’ll share the step-by-step guidance your clients will receive in future communications.

Stay informed

We’ll continue sharing updates in future issues of Producer News, including member communications and resources you can use to support client conversations throughout the transition.