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Your Health Idaho reports record enrollments, financial self-sufficiency and customer‑service gains
Summary
Pat Kelly of Your Health Idaho updated the committee on 2024 activity and open enrollment 2025, reporting record enrollment growth, a high Net Promoter Score, financial reserves with no state funding, and metrics on customer service and outreach.
Pat Kelly, executive director of Your Health Idaho, told the Senate Health and Welfare Committee that the state health insurance exchange saw record activity in open enrollment 2025 and continues to operate without state funding.
Kelly said Your Health Idaho averaged about 120,000 enrollees in 2024, with 47% enrolled for four or more years, and that 139,000 Idahoans selected a plan during open enrollment 2025. The exchange reported that over 90% of enrollees receive a tax credit that lowers monthly premiums. Kelly said the exchange’s assessment fee for plan year 2024 was 2.49 percent; for 2025 the exchange plans to shift to a per‑member, per‑month fee to provide greater revenue predictability.
Kelly described technology and customer‑service improvements: 90% of enrollments completed with self‑service tools, a 16% decrease in inbound customer inquiries, a 21% increase in enrollment and a net efficiency gain of 37 percent. Your Health Idaho reported a Net Promoter Score of 73 in 2024 and the same score for open enrollment 2025, which Kelly characterized as ‘‘world‑class’’ customer satisfaction.
Kelly said the exchange is financially self‑sustaining, carries no debt, and maintains cash reserves equal to six to nine months of operating expenses plus a capital expenditure reserve; the exchange holds a building purchased in 2020 and earns rent revenue. He also outlined community outreach and partner activity: 1,100 licensed agents, brokers and enrollment counselors statewide; 73 community events in 2024; 19 in‑person pop‑up enrollment events during open enrollment 2025; and a program to pair enrollment counselors with community partners.
In response to questions from senators, Kelly explained how a repeal of Medicaid expansion would affect eligibility and tax‑credit access: of the 85,000 people in the Medicaid expansion population, 19,100 have incomes between 101 and 138 percent of the federal poverty level and would, in a non‑expansion state, be eligible for exchange tax credits; the remainder would fall into a coverage gap and not be eligible for exchange tax credits. Kelly noted the exchange’s statutory obligation under House Bill 248 to report to the legislature annually.
Kelly asked the committee to note that Your Health Idaho receives no state funding and emphasized plans to continue investing in outreach, agent/broker tools and customer experience.
