THE

EOB

Before you ask, the name of the document was untouchable. Legally, it must be called "Explanation of Benefits." SO, we tried our damnedest to make "EOB" a thing. Let's hope it catches on!

What it is: Every time you seek care, an EOB is generated. You may be familiar with the document. It's super sterile and rife with legalese. It breaks down your costs, what insurance covered, and a lot more. It's… incredibly confusing.

In partnership with the customer experience team, we spent more than a year making the EOB something members would find useful. We conducted research, gathered user feedback, conducted focus groups, charted journey maps, and more. It was thorough. The end result is more visual and the language is much simpler. It serves more people. And that's important because 16 million EOBs get sent every year.

Learn more about the improvements.