The Affordable Care Act (ACA) created new health coverage options and financial assistance to expand coverage and help people remain insured even when life changes, such as job loss, might otherwise disrupt coverage. The ACA also established in-person consumer assistance programs to help people identify coverage options and enroll. A variety of professionals provide consumer assistance, including Navigator programs that are funded through state and federal marketplaces, brokers who receive commissions from insurers when they enroll consumers in private health plans, local non-profit organizations, and health care providers. Recent funding cuts have reduced the availability of Navigator programs.

In the spring of 2020, KFF surveyed consumers most likely to use or benefit from consumer assistancenonelderly adults covered by marketplace health plans (also called qualified health plans, or QHPs) or Medicaid, and people who were uninsuredto learn who uses consumer assistance, why they seek help, and what difference it makes as well as who does not get help and why. The survey also explored differences in help provided by marketplace assister programs and brokers. Key findings include:

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Consumer Assistance in Health Insurance: Evidence of Impact and Unmet Need - Kaiser Family Foundation