COLORADO HEALTH BENEFIT EXCHANGE

THE CONTINUATION OF THE FEDERAL ENHANCED PREMIUM TAX CREDITS AND COLORADO'S COST SHARING REDUCTIONS HELPED LOWER THE COST OF MONTHLY PREMIUMS AND OUT-OF-POCKET COSTS FOR 80% OF OUR CUSTOMERS. THROUGH THESE SAVINGS PROGRAMS AND CONTINUED EFFORTS TO INFORM PEOPLE OF THEIR HEALTH INSURANCE OPTIONS AND AVAILABLE FINANCIAL HELP, C4HCO SAW RECORD ENROLLMENTS THIS YEAR. NEARLY 296,500 COLORADANS SIGNED UP FOR COVERAGE DURING OPEN ENROLLMENT FOR 2025. THIS TOTAL WAS A 19% INCREASE FROM THE PRIOR OPEN ENROLLMENT PERIOD. WITH THE GROWTH IN HEALTH COVERAGE PROVIDED THROUGH C4HCO, THE STATE SAW AN INCREASE OF OVER $300 MILLION IN FEDERAL FINANCIAL HELP. (SEE ON SCHEDULE O)AREAS OF SIGNIFICANT FOCUS THIS YEAR INCLUDED:CUSTOMER OPERATIONS.OUR CUSTOMER SERVICE CENTER CONTINUED TO BUILD ON THE MOMENTUM AND SUCCESS WE EXPERIENCED IN STREAMLINING OPERATIONS LAST YEAR WHEN WE BROUGHT SYSTEMS IN-HOUSE AND CREATED A DEDICATED INTERNAL CUSTOMER SUPPORT TEAM. THANKS TO THESE IMPROVEMENTS AND THE IMPLEMENTATION OF AN INTUITIVE KNOWLEDGE BASE THIS YEAR, THE AVERAGE CALL DURATION DECREASED BY A FULL MINUTE BETWEEN DECEMBER 2023 AND DECEMBER 2024, LEADING TO A CUSTOMER SATISFACTION RATE OF 87% NEARLY 40% HIGHER THAN FIVE YEARS AGO.BROKER AND ASSISTER CUSTOMER SUPPORT.ABOUT 66% OF ALL ENROLLMENTS FOR PLAN YEAR 2025 WERE COMPLETED WITH THE HELP OF A HEALTH INSURANCE BROKER OR ASSISTER. THIS YEAR, WE EXPANDED OUR ASSISTANCE NETWORK, WELCOMING NEW COMMUNITY-BASED REFERRAL PARTNERS, INCLUDING SOCIAL SERVICE AGENCIES AND HEALTH CARE PROVIDERS. ADDITIONALLY, CONNECT FOR HEALTH COLORADO ADDED 17 NEW STOREFRONT LOCATIONS TO PROVIDE ENROLLMENT HELP AT 63 ENROLLMENT CENTERS ACROSS THE STATE. IMPROVEMENTS TO THE BROKER PORTAL ALLOWED FOR SEAMLESS INTEGRATION WITH CUSTOMER INFORMATION AND SPED UP THE ENROLLMENT PROCESS. THESE IMPROVEMENTS CONTRIBUTED TO NEARLY 178,000 CUSTOMERS ENROLLING WITH THE HELP OF A BROKER.MODERNIZING SYSTEMS.WITH AN INCREASED EMPHASIS ON A CUSTOMER'S EXPERIENCE WHEN USING THE MARKETPLACE PLATFORM, C4HCO FOCUSED ON CONTINUING TO MOVE TOWARDS A COMBINED APPLICATION AND SHOPPING/ENROLLMENT PROCESS. ACCOMPLISHMENTS DURING THE YEAR INCLUDED ENHANCEMENTS TO OUR RENEWAL PROCESS, CONTRIBUTING TO 83% OF OUR ENROLLMENTS COMING FROM RETURNING CUSTOMERS. ADDITIONALLY, IMPROVEMENTS WERE MADE TO OUR CUSTOMER PAYMENT AND TESTING PROCESSES.