Consumer testing conducted by Consumers Union, a literature review conducted by American Institutes for Research® (AIR®), and the experiences of the participants confirmed two critical facts:

1. Consumers have serious difficulties understanding and using health insurance.
2. There is a dearth of usable information on the precise barriers facing consumers.

These health insurance difficulties take a toll on consumers’ health and financial well-being, and they have cost implications for health plans and the nation.