Which of the following phrases should agents avoid when discussing plan changes?

The phrase to avoid when discussing plan changes is one that implies stability and consistency when significant changes may be occurring. Stating "Everything will be the same" can mislead members, as it creates the expectation that their current experience, including benefits, coverage, or costs, will remain unchanged. This can lead to confusion and disappointment when members encounter differences or modifications later on. It is essential for agents to communicate transparently about the changes to ensure that members understand what to expect from their new plans. This fosters trust and helps members make informed decisions regarding their healthcare coverage.

Using phrases that downplay the importance of changes or imply that nothing will change can undermine the integrity of the communication. Consequently, it can create a sense of disbelief or dissatisfaction later when members realize that there are, in fact, adjustments to their plans.