New York, NY—The Medicare Rights Center (Medicare Rights) released its annual helpline trends report, Medicare Trends and Recommendations: An Analysis of 2023 Call Data from the Medicare Rights Center’s National Helpline. The report offers a detailed look at some of the most pressing challenges facing people with Medicare, providing insights and actionable recommendations for policymakers and stakeholders. 

Drawing on data from over 27,000 calls to the Medicare Rights national helpline and millions of visits to its online resource, Medicare Interactive, the report highlights key areas where beneficiaries continue to face barriers to care and affordability. Medicare Rights, a national nonprofit consumer service organization committed to ensuring access to affordable health care for older adults and people with disabilities, produces this annual report to inform and inspire improvements to the Medicare program. 

“This year’s data underscores persistent and evolving issues within the Medicare system,” said Fred Riccardi, president of the Medicare Rights Center. “We’re committed to ensuring beneficiaries receive the support they need to navigate these complexities.” 

The report identifies key trends and includes real-life examples from helpline callers to illustrate these challenges. It also outlines critical policy recommendations to improve the Medicare experience, such as expanding eligibility for low-income assistance programs, increasing transparency in Medicare Advantage plan communications, and establishing a standardized out-of-pocket maximum for Original Medicare. 

Key findings from the report include: 

• Affordability Remains a Top Concern: Over 41% of callers sought assistance with affordability, representing a 14% increase from 2022. Questions about cost-saving programs like Medicare Savings Programs (MSPs) and Extra Help were common. 

• Ongoing Enrollment Challenges: Nearly a quarter of calls focused on enrollment issues, including navigating the Initial and General Enrollment Periods and understanding recent policy updates. 

• Barriers to Accessing Care: Questions about access to care stemmed from Medicare Advantage coverage denials, highlighting the need for streamlined appeals processes and better plan communications. 

Several significant developments in 2023 were reflected in the call data, including policy changes and shifts in enrollment patterns: 

• Medicare Advantage Enrollment Growth: In 2023, Medicare Advantage enrollment surpassed Original Medicare nationally for the first time. This trend was reflected in the helpline data, where 42% of callers were enrolled in Medicare Advantage plans, compared to 40% in Original Medicare. 

• BENES Act Implementation: 2023 marked the first year under the BENES Act, in which individuals enrolling during the General Enrollment Period received coverage starting the month after enrollment, eliminating the previous months-long waiting period. 

The report emphasizes the need for continued improvements to Medicare policy and practices to address these challenges. By highlighting beneficiaries’ experiences, Medicare Rights aims to equip advocates, policymakers, and stakeholders with the data needed to enhance Medicare’s accessibility and affordability. 

Read the full report.