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Patients say you have to invest the time to learn how to use it

By Mark Huffman of ConsumerAffairs

• Mobile app use among commercial health plan members rose to 38%, while Medicare Advantage usage fell to 20%.

• Customer satisfaction increases significantly with familiarity and long-term use of digital tools.

• High-quality digital experiences strongly drive member loyalty and continued app usage.

Nearly every industry offers an app to deal with customers, but some are more effective than others. The health insurance industry continues to develop digital tools, and a new survey shows customer satisfaction is growing.

But there is a caveat customers must invest the time necessary to learn how to use them.

J.D. Powers2026 U.S. Healthcare Digital Experience Study found that repeated use of mobile apps and websites leads to a noticeably better overall customer experience, highlighting both progress and ongoing challenges for insurers trying to modernize digital engagement.

Health care can be an incredibly complex world to navigate, said Eric McCready, director of digital solutions at J.D. Power, noting that members approach digital tools with varying levels of comfort and a wide range of needs.

Adoption rises, but unevenly

Mobile app adoption is growing among commercially insured members, with 38% now using their plans app, up from 31% a year ago. However, adoption among Medicare Advantage members has slipped to 20%, continuing a decline after a pandemic-era surge.

The divergence underscores a key challenge for insurers: reaching older or less digitally engaged populations, even as younger or employer-based members increasingly rely on mobile tools.

Familiarity drives satisfaction

The study shows a strong link between experience and satisfaction. Members who have used their health plans digital tools for longer periods report significantly higher satisfaction scores.

For example, Medicare Advantage members with more than five years of tenure scored their app experience 102 points higher (on a 1,000-point scale) than those with less than one year.

This suggests that onboarding and education may be critical weak points. Many users do not immediately benefit from digital tools, but satisfaction improves once they become familiar with features and navigation.

Digital performance also plays a major role in customer retention. Among members who rate their digital experience highly (scores of 800 or above), roughly three-quarters say they definitely will continue using their plans app.

By contrast, poor digital experiences significantly reduce the likelihood of continued use, signaling a direct connection between usability and long-term engagement.

Whos the best?

Cigna Healthcare ranked highest in digital experience among commercial health plans, while UPMC Health Plan led in the Medicare Advantage category.

The study based on responses from more than 7,600 members and conducted in late 2025 evaluates digital performance across five key areas: visual appeal, navigation, information/content, speed, and telehealth.

For insurers, consumers are sending a clear message. Investing in simpler design, stronger onboarding, and targeted education could be just as important as adding new digital features.

Sales were more than 3% lower than in February

By Mark Huffman of ConsumerAffairs

• Existing-home sales fell 3.6% in March to a seasonally adjusted annual rate of 3.98 million units, marking the slowest pace in months.

• Sales were 1% lower than a year ago, reflecting ongoing weakness in the housing market.

• Economists point to low consumer confidence, elevated mortgage rates and limited inventory as key factors restraining buyers.

The spring housing market is off to a lackluster start. Sales of existing homes declined in March, underscoring continued weakness in the housing market, as affordability challenges and economic uncertainty keep buyers on the sidelines.

The timing of the Iran war, with a resulting surge in gasoline prices, likely didnt help.

According to the National Association of Realtors (NAR), sales of previously-owned homes dropped 3.6% from February to a seasonally adjusted annual rate of 3.98 million units. The figure represents the slowest pace in roughly nine months and fell short of economists expectations.

The March decline reversed a modest rebound seen in February and suggests the spring home-buying season may be a disappointment for sellers.

On a year-over-year basis, existing-home sales slipped 1%, extending a multi-year trend of subdued activity in the housing sector.

Economic pressure

NAR Chief Economist Lawrence Yun attributed the slowdown to growing economic pressures weighing on potential buyers.

March home sales remained sluggish and below last years pace, Yun said, citing weaker job growth and declining consumer confidence as key headwinds.

Mortgage rates, which briefly eased earlier in the year, have moved higher again, further straining affordability. Combined with still-limited housing inventory, these factors continue to push prices upward even as sales soften.

Prices continue to rise

Despite the slowdown in transactions, home prices remain elevated. The national median existing-home price rose modestly from a year earlier, reflecting ongoing supply constraints and a lack of available homes for sale.

Inventory has improved slightly but remains well below pre-pandemic levels, limiting options for buyers and contributing to persistent affordability challenges, particularly for first-time purchasers.

Looking ahead, NAR has tempered its outlook for the housing market, citing continued economic uncertainty and interest rate pressures. While some improvement in inventory could support sales later in the year, the near-term outlook suggests a slow and uneven recovery.

Other sources of protein are also becoming more popular

By Mark Huffman of ConsumerAffairs

• U.S. meat sales reached a record $112 billion in 2025, with volume up 2%.

• More than 98% of American households buy meat, and 90% of home-cooked dinners include it.

• 77% of consumers say meat is part of a healthy diet, a sharp increase from 2020.

While it is true that meat prices are nearing all-time highs, consumers havent cut back on purchases. In fact, a new report says consumers are buying more meat than ever, pushing total sales to a record $112 billion in 2025.

That coincides with a shift in federal health guidelines. As HHS Secretary, Robert Kennedy has taken a pro-protein stance in U.S. dietary policy making protein, including meat, a central pillar of what he argues is a healthier American diet.

In the 20252030 Dietary Guidelines for Americans, Kennedy emphasized that Americans should prioritize whole, nutrient-dense foods protein, dairy, vegetables, fruits, healthy fats, and whole grains.

The annual Power of Meat report from FMI The Food Industry Association and the Meat Institute, and unveiled at the Annual Meat Conference, shows that both dollar sales and volume increased last year, signaling continued strength in the category despite broader economic pressures.

A dinner table staple

Nearly every American household more than 98% purchases meat, and it remains a staple at the dinner table. On average, consumers prepare five dinners at home each week, and about 90% of those meals include meat or poultry.

The growth is being fueled largely by younger shoppers. Millennials and Gen Z accounted for 67% of the increase in units sold and are more likely than older generations to plan meals around meat.

The report also highlights meats strong positioning in consumers views of health and nutrition. About 77% of shoppers say meat and poultry are part of a healthy diet, an increase of more than 20 percentage points since 2020.

Consumers are focused on protein, flexibility, value, and taste, said Rick Stein, FMIs vice president of fresh foods, noting that the meat department is outperforming other grocery categories.

Shoppers are also increasingly incorporating meat into more occasions, from traditional meals to snacks, and are turning to digital tools for inspiration. About 15% now use artificial intelligence for meal planning, a sharp rise over the past two years.

Other sources of protein

Consumers seeking more protein in their diets but worried about rising meat prices can find other sources that, at the moment, dont cost as much. For example, after a huge increase in prices in 2025, the cost of eggs has fallen sharply so far in 2026.

Canned fishespecially tuna is another low-cost source of protein. So is dairy, including milk, yogurt, and cottage cheese.

When buying meat, chicken may be the most affordable, especially thighs and drumsticks. Chicken offers 20 to 25 grams of protein per serving.

Finally, ground turkey is usually a less expensive protein source than ground beef.

The company said it is cooperating with the investigation

By Mark Huffman of ConsumerAffairs

• Texas Attorney General Ken Paxton has launched a formal investigation into Lululemon over concerns its products may contain toxic forever chemicals.

• The probe will examine whether the company misled consumers about product safety, quality, and health impacts.

• Lululemon says it phased out the chemicals in 2024 and is cooperating with the investigation.

Texas Attorney General Ken Paxton has opened an investigation into upscale athletic apparel maker Lululemon, citing concerns that some of its products may contain potentially harmful forever chemicals and that consumers may have been misled about their safety.

The investigation, announced Monday, involves a Civil Investigative Demand, seeking information about whether Lululemon accurately represented the safety, quality, and health impacts of its clothing.

Paxtons office is focusing on per- and poly-fluoroalkyl substances, or PFAS, a class of chemicals commonly referred to as forever chemicals because they do not easily break down in the environment and can accumulate in the human body. These substances have been linked in some studies to serious health risks, including cancer, infertility, and endocrine disruption.

According to the attorney generals announcement, the investigation will review Lululemons restricted substances list, testing protocols and supplier practices to determine whether the companys products align with its marketing claims, which often emphasize wellness and sustainability.

Americans should not have to worry if they are being deceived when trying to make healthy choices, Paxton said in a statement, emphasizing that companies marketing health-conscious products must be transparent about potential risks.

Company response

Lululemon said it is cooperating with the inquiry and maintains that it no longer uses PFAS in its products, noting the chemicals were phased out in early 2024 and were previously used in a limited number of water-repellent items. The company added that it requires vendors to conduct third-party testing to ensure compliance with safety standards.

The investigation marks the latest effort by Paxtons office to scrutinize the use of PFAS in consumer products. Texas has previously taken legal action against chemical manufacturers over alleged misrepresentations regarding the safety of these substances.

No findings have been announced, and the investigation remains ongoing.