"When faced with a document they can't decode, members often disengage until a problem (like an unexpected bill) forces them back in. This defensive strategy might protect users' mental bandwidth in the short term, but the accompanying 'avoidance penalty' leads to real costs on both sides. Confused members delay payments, call support more often, and dispute bills they don't understand. They also lose the ability to plan for healthcare expenses or make confident care decisions -- leaving them frustrated and financially uncertain."  MORE >>