Member experience
Health care is undergoing a fundamental shift. Consumers expect the same simplicity, personalization and transparency from their health benefits that they experience in every other part of their lives — yet fewer than half rate the current U.S. health system as “good” or “very good.”1
UnitedHealthcare is closing that gap. By making care easier to navigate, delivering personalized member support and giving employees greater transparency and choice, UnitedHealthcare is transforming health benefits from a source of confusion into a genuine competitive advantage for employers.
What does a better member experience look like?
Video transcript
EI21534396_Consumer-Experience-T-L-Video_1920_1080-Descriptive-Audio
Upbeat music plays throughout. The video opens on a white background with a large blue UnitedHealthcare logo icon animating on-screen. The logo then slides up, and a blue screen appears with white text.
On-screen text:
Reimagining the employee
benefits experience
A teal location pin icon drops on the screen and bounces.
Narrator: For today's employees, healthcare isn't just about access.
The location pin morphs into a large orange heart.
Narrator: It's about the experience.
The video cuts to a split screen with a man in glasses looking at his phone on the left, and the orange heart on the right.
Narrator: They expect healthcare to meet them where they are with the same personalization, support, transparency and choice they experience everywhere else.
A man in a white lab coat speaks directly to the camera on a video call. A young woman sitting on a couch with a laptop looks at her phone. A young woman talks on her cell phone while holding a smiling baby. A man in a light blue shirt talks on the phone while working on his laptop in an office. A group of employees laugh and collaborate around a table in a bright office.
Narrator: And when that experience falls short, it can impact everything from benefits satisfaction and retention, to overall employee health and wellbeing.
A young female barista in a coffee shop hands a coffee cup to a customer with a warm smile. A man sits in front of a large monitor showing a video conference call with multiple participants. A white screen appears with dark blue text.
On-screen text:
what does a better experience look like?
The screen splits diagonally. A smiling woman looks at her phone. On-screen text is displayed on the right.
On-screen text:
Simpler, more intuitive digital tools
Narrator: So, what does a better experience look like? It starts with simpler, more intuitive digital tools that help make healthcare easier to understand and use.
A woman with short, curly, dyed blonde hair walks outside carrying a cup of coffee while looking at her phone. On a dark blue background, white text appears.
On-screen text:
+ 80% of consumers want a single platform to manage all aspects of their health care
Source: The Digital Platform Promise: What Baby Boomers and Seniors Want From Digital Healthcare Platforms. PYMTS, May 2023. Available: https://www.pymnts.com/wp-content/uploads/ 2023/05/PYMNTS-The-Digital-Platform-Promise-May-2023.pdf. Accessed July 13, 2026.
Narrator: More and more consumers want a single platform to manage all aspects of their healthcare.
On a white background, a smartphone and a laptop appear, both displaying the UnitedHealthcare logo.
On-screen text:
myuhc.com
Narrator: That's why the UnitedHealthcare app and myuhc.com act as a single front door to care and benefits so members can find a doctor, estimate treatment costs, track claims, and more.
A checkmark list appears on the left in teal.
On-screen text:
✔ Find a doctor
✔ Estimate costs
✔ Track claims
✔ More
The checklist slides away.
Narrator: And because every member's needs are different, those tools are even more powerful when they connect members to support that's tailored to them.
Two women in an office look at a tablet together in front of a large window overlooking a city skyline. On-screen text is shown on the left.
On-screen text:
Support that's tailored to members
A chef in a kitchen tosses vegetables into a pan, followed by two women sitting at a table in a cafe, talking.
Narrator: This includes upfront recommendations based on their benefits, health needs and preferences.
A woman in a green blazer stands in a modern office hallway, talking and holding a tablet while presenting to a colleague. A teal background appears showing search bars. A logo for "Avery" with a speech bubble icon fades in.
On-screen text:
Avery
Narrator: Avery, an always-on AI companion, adds another layer of support helping members get answers and understand their options faster.
In the search bars, text is typed sequentially.
On-screen text:
Avery where to go for care how much will this visit cost
In another search bar, text is typed sequentially, followed by a status message.
On-screen text:
Avery i need a real person
You bet, connecting now...
Narrator: And when members have a more complex question, they can connect one-on-one with a UnitedHealthcare advocate who can help them navigate their care and feel more confident in their decisions.
A smiling woman wearing a headset with a microphone talks on a call in front of her computer. A woman sits in a wheelchair at her desk, talking on her phone and smiling. On-screen text is shown on the right.
On-screen text:
More clarity,
control and
choice
Narrator: Employees also expect more clarity, control and choice.
A father and his young son unpack a grocery bag, the son holding a bag of oranges.
Narrator: They want to understand healthcare costs upfront and choose options that fit their needs and budget.
A woman in pink pajamas lies on a bed, looking at her phone, followed by a close-up of a person holding a smartphone and scrolling. On the left, a purple background shows a smartphone with the "surest" app. On the right, a woman in a grey coat and a knit hat walks on a path, looking at her phone. The app shows provider visit options with copay amounts.
On-screen text: surest
Narrator: Health plans like Surest from UnitedHealthcare are designed so members can shop for care and see actual copays before an appointment.
On-screen text: Illustrative example only. Costs and coverage may vary.
A blue cartoon phone screen displays a grid of colorful wellness icons. A hand holds the phone, and a finger taps one of the icons.
On-screen text: UHC
uhc.com
Narrator: And UHC Store is designed to help make it easier for employees to personalize their wellness journey with offerings for weight management, fitness, sleep health, meal delivery, and more.
On-screen text appears on the right of the phone screen.
On-screen text: Weight
management
Fitness
Sleep health
Meal delivery
More
A blue background appears with white text that fades in one word at a time.
On-screen text:
personalized
supportive
transparent
Narrator: A more personalized, supportive, and transparent healthcare experience is no longer just nice to have.
A woman in black athletic wear drinks water from a sports bottle on a sunny day, followed by a pregnant woman in black athletic wear meditating.
Narrator: It can help deliver what employers need from their benefit strategy more engagement, better health choices, and lower costs.
Hands of a family are shown preparing ingredients on a wooden cutting board to make sandwiches. On a blue background, three teal circles with icons and text appear.
On-screen text:
More engagement
Better health choices
Lower costs
A father sits on a living room couch, hugging his two young daughters warmly.
Narrator: That's the experience UnitedHealthcare is committed to.
The video splits into three vertical frames showing the father holding his daughter, a male customer service advocate wearing a headset talking, and a smiling woman with her arms crossed.
Narrator: One where every member feels seen, supported, and empowered to take care of their health with confidence.
The screen transitions to three blue horizontal stripes on a white background that form the UnitedHealthcare logo.
On-screen text: UHC
uhc.com
A white screen with detailed legal disclosure text appears. Music fades.
On-screen text:
Employee benefits including group health plan benefits may be taxable benefits unless they fit into specific exception categories. Please consult with your tax specialist to determine taxability of these offerings.
The UnitedHealthcare® app is available for download for iPhone® or Android®. iPhone is a registered trademark of Apple, Inc. Android is a registered trademark of Google LLC.
Where available, members can access a cost estimate online or on the mobile app. None of the cost estimates are intended to be a guarantee of your costs or benefits. Your actual costs may vary. Please refer to the Website or Mobile application terms of use under Benefits & Cost to access a cost estimate, and under Find Care to search for care. Level Funded and Neighborhood Health Partnership members can access average cost data online or on the mobile app. None of the average costs are intended to be a guarantee of your costs or benefits.
Your actual costs may vary. Please refer to the Website or Mobile application terms of use under Benefits & Cost to access average cost data, and under Find Care to search for care.
Avery is an AI companion that uses generative artificial intelligence to provide general information and educational assistance. Avery's responses may be incomplete or inaccurate and should not be relied upon as error-free. Avery is provided for informational purposes only and does not constitute medical advice, professional advice, a benefit determination, a guarantee of coverage, a referral, or an authorization for health care services. Avery is not a substitute for the advice or judgment of your health care provider or other qualified professionals. Coverage and benefits are subject to the terms, conditions, limitations, and exclusions of your applicable health plan.
Advocate services should not be used for emergency or urgent care needs. In an emergency, call 911 or go to the nearest emergency room. The information provided through Advocate services is for informational purposes only and provided as part of your health plan. Wellness nurses, coaches and other representatives cannot diagnose problems or recommend treatment and are not a substitute for your doctor's care. Your health information is kept confidential in accordance with the law. Advocate services are not an insurance program and may be discontinued at any time.
UHC Store provides a member-direct purchase of health and wellness offerings. UHC Store is not a product, program nor service, is not insurance, and is not a substitute for health plan benefits nor professional medical advice, diagnosis, or treatment. UnitedHealthcare does not endorse nor guarantee offerings available through UHC Store. UnitedHealthcare is not responsible or liable for services, or advice given by a UHC Store participant of these offerings. Individuals are responsible for understanding potential risks associated with using these offerings. Purchasing any offerings may have tax implications. Individuals should consult with a tax specialist to determine whether they have any tax obligations from purchasing offerings from the UHC Store, subscriptions' Health Savings Account (HSA)/Flexible Spending Account (FSA) eligibility, and to determine if a subscription provides medical care that may impact HSA eligibility. Components subject to change. UHC Store is not available in all states or for all members.
Insurance coverage provided by or through UnitedHealthcare Insurance Company or its affiliates. Administrative services provided by United HealthCare Services, Inc. or their affiliates.
© 2026 United HealthCare Services, Inc. All Rights Reserved. 26-6130351-C
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Making health care easier to navigate through integrated digital experiences
More than 80% of consumers want to manage their health benefits through a single, unified digital platform.2 UnitedHealthcare is meeting that demand, delivering an integrated digital experience that simplifies everything from finding care to managing claims, all in one place. In 2025 alone, UnitedHealthcare made more than 570 digital enhancements and is on track to complete a similar number by end of 2026.3 The result is a simpler, faster, more intuitive experience that empowers members to make confident health care decisions while giving employers a smoother, more streamlined benefits experience for their workforce.
Meeting employees where they are with personalized support
Health is personal — and health benefits should be, too. Whether through AI-powered tools or compassionate human-led guidance, UnitedHealthcare is committed to delivering the right support to the right member at the right time. Avery, UnitedHealthcare's AI companion, resolves 90% of member inquiries without ever needing to transfer to an Advocate,4 and members who do connect with an Advocate report a 94% post-call satisfaction rate.5 Employers can feel confident their employees will always be uniquely and expertly cared for.
Empowering employees with greater choice and transparency
When employees have access to real-time cost and coverage information and personalized experiences, they make smarter, more confident health care decisions. With plans like copay-only health plans like Surest®, provider search tools like Smart Choice and UHC Store, a member-exclusive digital shop for additional health, wellness and lifestyle offerings, UnitedHealthcare is providing members with the clarity and power to choose what’s most relevant and appropriate based on their unique needs and goals.
Improving utilization and boosting plan engagement
Nearly 9 out of 10 employees report confusion about their health benefits.6 That confusion can translate directly into underutilization, missed preventive care and lower ROI on employer benefits investments. UnitedHealthcare addresses this with a multi-layered engagement strategy and the data and insights employers need to transform a benefits program into a measurable competitive advantage.