How a Top 5 US health insurer found a hidden registration gap before Annual Enrollment Period.

Top level metrics looked fine. Registrations weren’t.

For one of the largest health insurers in the US, the Medicare Annual Enrollment Period (AEP) is the most important stretch of the year. Members shop, enroll and set up digital accounts in a short, fixed window.

Every registration that fails online has a cost. A member who can’t finish becomes a contact center call, or never comes back to digital self-service at all.

Heading into AEP, nothing looked wrong. The success rates and metrics on the team’s digital scorecard had held steady for 30 days. But beneath those averages, a group of members was quietly failing to finish registering, and the dashboards weren’t showing it.

Asking Felix where registrations were breaking.

Instead of building new reports, the analytics team asked Felix Agentic, the agentic insight engine built into the Quantum Metric platform, to compare registration completion across platforms.

Felix found a gap the scorecard had averaged away. Between September 23 and October 7, Android members dropped off at 70.9%, compared with 63.5% on iOS. Android was a smaller share of traffic, but the gap was 7.4 percentage points.

Felix didn't stop at the symptom. It identified five contributing factors and compared cohorts with and without each issue during active registration, ranking them by impact.

For the first time, the team could see not just that Android members were struggling, but why.

The result: a ranked root cause, found through a conversation instead of a manual analysis project.

Tracing the gap to in-app browsers.

The biggest driver was where members started. 42% of Android members entered registration inside an in-app browser, opened from an email, an SMS message or a partner portal, rather than in standalone Chrome.

Those in-app browsers, known as WebViews, performed far worse: 77.9% drop-off compared with 65.1% in Chrome, a penalty of nearly 13 points.

The cause was technical and invisible in top-line metrics. Android WebViews apply stricter limits on cookies and local storage, don't support password managers or autofill, and often fail on the pop-up and redirect steps used for identity verification.

The channels the insurer relied on to drive AEP registrations were sending members into its weakest experience.

Recommended fixes

• Make sure identity verification works inside in-app browsers
• Make registration forms compatible with autofill and password managers
• Deep-link members out of WebViews into the native member app or default browser

Earlier answers. Better enrollment seasons.

Because Felix surfaced the issue in a single conversation, the team had a prioritized fix in hand ahead of AEP rather than in a post-season review.

For health insurers working against fixed enrollment windows, Quantum Metric and Felix Agentic find the problems hidden beneath stable metrics, so teams can act while it still matters.