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Navigating Medicare Advantage Plans for Seniors: A Comprehensive Guide

by | Sep 16, 2024 | Medicare

This guide simplifies Medicare Advantage plans for seniors. We’ll cover plan types, enrollment steps, and cost considerations. You’ll learn how to maximize benefits and overcome common challenges. By the end, you’ll be equipped to choose a Medicare Advantage plan that fits your healthcare needs and budget. We’ll help you understand key terms like deductible and primary care to help you make an informed decision.

Key Takeaways

  • Medicare Advantage combines Medicare Parts A and B with extra benefits like prescription drugs, dental, and vision.
  • Plan types (HMO, PPO, SNP) vary in cost, flexibility, and provider networks.
  • Eligibility requires Medicare Parts A and B, with enrollment during specific periods.
  • Costs include premiums, deductibles, and out-of-pocket maximums, with savings from assistance programs.
  • Beneficiaries have rights, can file appeals, and access resources like SHIP for support.

Understanding Medicare Advantage: An Introduction for Seniors

Medicare Advantage

Medicare Advantage plans offer an alternative to Original Medicare for beneficiaries seeking comprehensive coverage. These plans, provided by private insurance companies, combine Medicare Parts A and B with additional benefits. Seniors can expect differences in payment structures, coverage for nursing care, and potential savings on income-based premiums. Recent updates have expanded options for medicare supplement coverage, enhancing the appeal of Medicare Advantage for many seniors.

Definition and Overview of Medicare Advantage Plans

Medicare Advantage plans are a type of health insurance offered by private companies as an alternative to Original Medicare. These plans, also known as Part C, combine the coverage of Medicare Parts A and B with additional benefits. They often include prescription drug coverage and may offer extra services like dental, vision, and hearing care.

Medicare Advantage plans come in various types, including Health Maintenance Organizations (HMOs) and Preferred Provider Organizations (PPOs). These plans typically involve cost-sharing arrangements and may have different rules for accessing care. Senior Medicare Advantage options, such as those offered by Humana, aim to provide comprehensive coverage tailored to the needs of older adults. Here’s an overview of key features:

  • Combines Medicare Parts A and B coverage
  • Often includes prescription drug coverage
  • May offer additional benefits not covered by Original Medicare
  • Provided by private insurance companies
  • Various plan types available (e.g., HMO, PPO)
  • Different cost-sharing structures compared to Original Medicare

How Medicare Advantage Differs From Original Medicare

Medicare Advantage plans differ from Original Medicare in several key aspects. While Original Medicare consists of Parts A and B, Medicare Advantage plans combine these parts with additional benefits. These plans often include prescription drug coverage and may offer extra services not covered by Original Medicare, potentially reducing overall healthcare costs for seniors.

Another significant difference lies in the structure and management of care. Medicare Advantage plans typically require prior authorization for certain services and may have network restrictions. In contrast, Original Medicare allows beneficiaries to see any provider that accepts Medicare. The cost structure also varies, with Medicare Advantage plans often having different copayments, deductibles, and out-of-pocket maximums than Original Medicare.

The Role of Private Insurance Companies in Medicare Advantage

Private insurance companies are crucial in offering Medicare Advantage plans, also known as Medicare Part C. These companies contract with Medicare to provide comprehensive health coverage, often including prescription drug benefits (Medicare Part D) and additional services not covered by Original Medicare.

When selecting the best Medicare plan for seniors, it’s important to consider the offerings of various private insurers. These companies design plans to meet different needs and budgets, sometimes incorporating Medigap-like benefits into their Medicare Advantage packages. By comparing plans from different providers, seniors can find options that best suit their health requirements and financial circumstances.

Key Benefits and Drawbacks for Seniors

Medicare Advantage plans offer seniors comprehensive healthcare coverage, often including benefits not found in Original Medicare. These plans can provide cost savings through lower premiums and out-of-pocket maximums while also offering additional services like dental, vision, and hearing care. Some plans even extend coverage to nursing home care and assisted living facilities, addressing the evolving needs of aging seniors.

However, Medicare Advantage plans may have drawbacks for some seniors. These plans typically restrict beneficiaries to a network of providers, which can limit choice and flexibility in seeking care. Additionally, out-of-pocket costs for specific services may be higher than with Original Medicare, and coverage rules can change annually. Seniors considering Medicare plans should carefully evaluate their healthcare needs and compare different options to find the most suitable coverage.

Recent Changes and Updates to Medicare Advantage Plans

Recent updates to Medicare Advantage plans have expanded options for seniors. The Centers for Medicare & Medicaid Services now allows plans to offer more benefits, including coverage for in-home support services and transportation to medical appointments. Kaiser Permanente Advantage Plus, for example, has incorporated these changes to provide comprehensive care for seniors.

Medicare Advantage plans have also seen updates in their contract requirements with physicians and healthcare providers. These changes aim to improve care coordination and reduce beneficiaries’ costs. Kaiser Advantage has adapted its network to reflect these updates, ensuring seniors have access to quality care while maintaining affordability.

Types of Medicare Advantage Plans Available for Seniors

Medicare

Medicare Advantage plans offer seniors various options tailored to their healthcare needs. These include Health Maintenance Organization (HMO) plans, Preferred Provider Organization (PPO) plans, Private Fee-for-Service (PFFS) plans, Special Needs Plans (SNPs), and Medicare Medical Savings Account (MSA) plans. Each type has unique features, network requirements, and benefits, affecting Medicare Advantage enrollment and coverage in different zip codes.

Health Maintenance Organization (HMO) Plans

Health Maintenance Organization (HMO) plans are a popular type of Medicare Advantage plan in Connecticut and other states. These plans require members to choose a primary care physician and obtain referrals for specialist visits. HMOs typically have lower premiums and copayments than other insurance options, making them an attractive choice for seniors seeking affordable coverage.

HMO plans often include prescription drug coverage, simplifying healthcare management for seniors. Members must use in-network providers for non-emergency care to receive full benefits. The structured nature of HMOs can lead to more coordinated care, but it may limit flexibility in choosing healthcare providers. Key features of HMO plans include:

  • Network-based care with a primary care physician
  • Referrals required for specialist visits
  • Lower premiums and out-of-pocket costs
  • Prescription drug coverage often included
  • Emphasis on preventive care and wellness programs

Preferred Provider Organization (PPO) Plans

Preferred Provider Organization (PPO) plans offer seniors more flexibility in choosing healthcare providers than HMOs. These plans allow beneficiaries to see out-of-network providers, although at a higher cost, and typically do not require a primary care physician referral for specialist visits. PPO plans often include coverage for hearing aids and other additional benefits, making them attractive to seniors with diverse healthcare needs.

While PPO plans generally have higher premiums than HMOs, they provide greater freedom in selecting healthcare providers. Seniors can see specialists without a referral from their primary care physician, which can be particularly beneficial for those with complex medical conditions. However, beneficiaries should be aware that out-of-pocket costs may be higher, especially when using out-of-network services.

Private Fee-for-Service (PFFS) Plans

Private Fee-for-Service (PFFS) plans offer seniors flexibility in choosing healthcare providers. These plans set their own rates for services and allow beneficiaries to see any Medicare-approved provider who accepts the plan’s payment terms. PFFS plans may or may not have a network of preferred providers.

While PFFS plans provide more freedom in provider choice, they can be more complex to navigate. Seniors must ensure that their providers accept the plan’s payment terms before each visit. PFFS plans may or may not include prescription drug coverage, so beneficiaries should carefully review plan details before enrolling. Key features of PFFS plans include:

  • Freedom to choose any Medicare-approved provider who accepts the plan’s terms
  • No need for referrals to see specialists
  • Potential for higher out-of-pocket costs
  • May or may not include prescription drug coverage
  • Requires beneficiaries to confirm provider acceptance before each visit

Special Needs Plans (SNPs) and Who They Are For

Special Needs Plans (SNPs) are Medicare Advantage plans designed for individuals with specific health conditions or circumstances. These plans cater to three distinct groups: people with chronic conditions, those who are institutionalized, and individuals eligible for both Medicare and Medicaid. SNPs tailor their benefits, provider choices, and drug formularies to meet the unique needs of these populations.

Seniors with conditions such as diabetes, chronic heart failure, or end-stage renal disease may find SNPs particularly beneficial. These plans often provide specialized care coordination, targeted health education, and wellness programs. For those in long-term care facilities or dual-eligible individuals, SNPs can offer integrated care management and help navigate complex healthcare systems, potentially reducing out-of-pocket costs.

Understand Medicare Medical Savings Account (MSA) Plans

Medicare Medical Savings Account (MSA) plans to combine a high-deductible health plan with a savings account. These plans deposit money into the account, which beneficiaries can use to pay for healthcare costs before meeting their deductible. MSA plans offer flexibility in choosing healthcare providers, as they typically don’t have network restrictions.

Seniors considering MSA plans should be aware that these plans do not cover prescription drugs. Beneficiaries need to purchase a separate Medicare Part D plan for medication coverage. While MSA plans can provide more control over healthcare spending, they require careful budgeting and may not be suitable for those with frequent medical needs or limited savings.

Enrolling in Medicare Advantage Plans: A Step-by-Step Guide for Seniors

Step by step guide

Enrolling in Medicare Advantage plans involves several key steps for seniors. This guide covers eligibility requirements, initial enrollment periods, switching from Original Medicare, navigating annual election and open enrollment periods, and tips for comparing plans. Understanding these processes helps seniors make informed decisions about their healthcare coverage.

Determining Your Eligibility for Medicare Advantage

To be eligible for Medicare Advantage, individuals must first qualify for Original Medicare. This means they should be 65 or older or have certain disabilities or conditions like End-Stage Renal Disease. Additionally, they must reside in the service area of the Medicare Advantage plan they wish to join.

Seniors should also consider their health needs and financial situation when determining eligibility. Some Medicare Advantage plans have specific requirements, such as a history of certain chronic conditions for Special Needs Plans. It’s important to review each plan’s eligibility criteria carefully before applying.

The Initial Enrollment Period: What You Need to Know

The Initial Enrollment Period (IEP) for Medicare Advantage begins three months before an individual turns 65 and extends for seven months. This period allows seniors to sign up for a Medicare Advantage plan when they first become eligible for Medicare, providing a crucial window to secure comprehensive coverage.

During the IEP, seniors can choose a Medicare Advantage plan that best suits their needs without facing late enrollment penalties. It’s important to research and compare available plans in advance, considering factors such as coverage options, costs, and provider networks to make an informed decision before the IEP ends.

How to Switch From Original Medicare to a Medicare Advantage Plan

Switching from Original Medicare to a Medicare Advantage plan involves enrolling during specific periods. Seniors can make this change during the Annual Enrollment Period (October 15 to December 7) or the Medicare Advantage Open Enrollment Period (January 1 to March 31). They need to choose a Medicare Advantage plan in their area and enroll directly with the plan provider.

To switch, seniors must have both Medicare Part A and Part B. They should review their current healthcare needs, compare available plans, and consider factors such as costs, coverage, and network providers. Once enrolled in a Medicare Advantage plan, Original Medicare coverage will automatically end, and the new plan will become effective:

Enrollment PeriodDatesEffective Date
Annual EnrollmentOct 15 – Dec 7January 1
Open EnrollmentJan 1 – Mar 31First day of next month

Navigating the Annual Election Period and Open Enrollment

The Annual Election Period, from October 15 to December 7, allows seniors to join, switch, or drop Medicare Advantage plans. During this time, beneficiaries can compare plans, assess their current coverage, and make changes that best suit their healthcare needs and budget for the upcoming year.

The Medicare Advantage Open Enrollment Period, running from January 1 to March 31, offers another opportunity for seniors to make changes. During this period, those enrolled in a Medicare Advantage plan can switch to a different plan or return to Original Medicare. This flexibility enables seniors to adjust their coverage if they find their current plan doesn’t meet their needs.

Tips for Comparing and Choosing the Right Plan

When comparing Medicare Advantage plans, seniors should evaluate several key factors. These include monthly premiums, deductibles, copayments, and out-of-pocket maximums. They should also consider the plan’s network of healthcare providers, prescription drug coverage, and additional benefits such as dental, vision, or hearing care.

To choose the right plan, seniors should assess their current health needs and anticipated future requirements. They can use the Medicare Plan Finder tool to compare options in their area, ensuring they select a plan that balances cost with desired coverage. It’s crucial to review plan details carefully and consider seeking advice from a licensed insurance agent or healthcare advocate for personalized guidance. Here’s a comparison of key factors to consider:

FactorImportanceConsiderations
Monthly PremiumHighCompare with Original Medicare costs
NetworkHighCheck if preferred doctors are included
Prescription CoverageVariesReview drug formulary and costs
Additional BenefitsModerateAssess the value of extra services offered

Cost Considerations for Medicare Advantage Plan Holders

Cost consideration

Medicare Advantage plans have unique cost structures that seniors should understand. This section examines premiums, deductibles, out-of-pocket maximums, and out-of-network charges. It also explores savings opportunities through discounts and assistance programs and how individual healthcare needs impact overall costs.

Understanding the Cost Structure of Medicare Advantage Plans

Medicare Advantage plans have a unique cost structure that differs from Original Medicare. These plans often include monthly premiums, deductibles, copayments, and coinsurance. Some plans may offer $0 premiums, but beneficiaries still need to pay their Part B premium.

The cost structure of Medicare Advantage plans can vary widely between providers and plan types. Seniors should carefully review each plan’s Summary of Benefits to understand potential out-of-pocket expenses, including costs for prescription drugs, specialist visits, and hospital stays. Many plans also feature an annual out-of-pocket maximum, which caps yearly spending on covered services.

Premiums, Deductibles, and Out-of-Pocket Maximums Explained

Medicare Advantage plans have three main cost components: premiums, deductibles, and out-of-pocket maximums. Premiums are monthly fees paid for coverage, while deductibles are amounts beneficiaries must pay before the plan starts covering services. Out-of-pocket maximums set a limit on annual spending for covered services.

Understanding these costs helps seniors budget for healthcare expenses. Plans with lower premiums often have higher deductibles or copayments. Conversely, plans with higher premiums may offer lower out-of-pocket costs. Seniors should consider their health needs and financial situation when choosing a plan. Here’s a breakdown of typical cost components:

  • Monthly premium
  • Annual deductible
  • Copayments for specific services
  • Coinsurance percentages
  • Out-of-pocket maximum

How Out-of-Network Charges Apply

Out-of-network charges in Medicare Advantage plans apply when beneficiaries seek care from providers not contracted with their plan’s network. These charges are typically higher than in-network costs and may not count toward the plan’s out-of-pocket maximum. Seniors should carefully review their plan’s network restrictions and out-of-network coverage policies to avoid unexpected expenses.

Some Medicare Advantage plans, particularly PPOs, offer partial coverage for out-of-network services but with higher copayments or coinsurance. HMO plans generally do not cover out-of-network care except in emergencies. Seniors should consider their healthcare needs and provider preferences when choosing a plan, balancing network flexibility with potential out-of-pocket costs.

Ways to Save: Discounts and Assistance Programs for Eligible Seniors

Seniors can use various discounts and assistance programs to reduce their Medicare Advantage costs. Many plans offer free gym memberships, wellness programs, and discounts on over-the-counter health products. Some insurers also provide transportation assistance to medical appointments, helping seniors save on travel expenses.

For those with limited incomes, the Medicare Savings Program can help cover premiums, deductibles, and copayments. Additionally, the Extra Help program assists with prescription drug costs for eligible seniors. To explore these options, seniors should contact their State Health Insurance Assistance Program (SHIP) for personalized guidance:

Assistance TypeBenefitsEligibility
Medicare Savings ProgramsHelp with premiums, deductibles, copaymentsIncome-based
Extra HelpAssistance with prescription drug costsIncome and resource limits
Plan DiscountsGym memberships, wellness programs, OTC productsVaries by plan

The Impact of Healthcare Needs on Overall Costs

Healthcare needs significantly impact overall costs for Medicare Advantage plan holders. Seniors with chronic conditions or those requiring frequent medical care may face higher out-of-pocket expenses, even with comprehensive coverage. These individuals should carefully evaluate plan options, considering factors such as copayments for specialist visits, prescription drug costs, and coverage limits for specific treatments.

Conversely, seniors in good health may benefit from plans with lower premiums and higher deductibles. However, they should also consider potential future health changes and ensure their chosen plan provides adequate coverage for unexpected medical needs. Regular preventive care and wellness programs offered by many Medicare Advantage plans can help seniors manage their health and potentially reduce long-term costs.

Coverage and Benefits: Maximizing Your Medicare Advantage Plan

Benefits of medicare

Medicare Advantage plans offer comprehensive coverage and benefits for seniors. This section explores standard coverage, additional benefits like dental and vision, prescription drug coverage, and navigating referrals and emergency care. It also discusses the rights and protections for plan members, helping seniors maximize their Medicare Advantage benefits effectively.

Standard Coverage Offered by Medicare Advantage Plans

Medicare Advantage plans offer comprehensive coverage that includes all services provided by Original Medicare Parts A and B. This standard coverage encompasses hospital stays, doctor visits, preventive care, and medically necessary services. Beneficiaries can expect coverage for inpatient and outpatient care, as well as certain medical equipment and supplies.

In addition to basic Medicare coverage, many Medicare Advantage plans provide extra benefits not offered by Original Medicare. These may include coverage for routine vision exams, hearing tests, and dental cleanings. Some plans also offer wellness programs, fitness memberships, and transportation services to medical appointments, enhancing the overall healthcare experience for seniors.

Additional Benefits: Dental, Vision, and Wellness Programs

Many Medicare Advantage plans offer additional benefits beyond standard Medicare coverage, including dental, vision, and wellness programs. These extra services can significantly enhance seniors’ overall health and well-being. Dental benefits often cover routine cleanings, X-rays, and basic procedures, while vision coverage typically includes annual eye exams and allowances for glasses or contacts.

Wellness programs are another valuable feature of many Medicare Advantage plans. These programs may include gym memberships, health coaching, and preventive care services. Some plans also offer nutrition counseling, smoking cessation programs, and chronic disease management support. By taking advantage of these additional benefits, seniors can maintain better health and potentially reduce their long-term healthcare costs.

Prescription Drug Coverage Through Medicare Advantage

Many Medicare Advantage plans include prescription drug coverage, known as Part D. This coverage helps seniors manage the costs of their medications by offering a range of covered drugs, often with tiered pricing structures. Beneficiaries should review each plan’s formulary, which lists covered medications and their associated costs, to ensure their prescriptions are included.

Medicare Advantage plans with prescription drug coverage typically offer features to help seniors save on medication costs. These may include mail-order pharmacy options, preferred pharmacy networks, and step therapy programs. Seniors should consider their current and potential future medication needs when selecting a plan:

  • Review the plan’s formulary for covered medications
  • Compare copayments and coinsurance for different drug tiers
  • Check for pharmacy network restrictions
  • Consider mail-order options for long-term prescriptions
  • Evaluate any prior authorization requirements

Navigating Referrals, Specialists, and Emergency Care

Medicare Advantage plans often require referrals for specialist visits. Seniors should consult their primary care physician to obtain necessary referrals, ensuring coverage for specialized care. Some plans offer more flexibility in seeing specialists without referrals, but out-of-network visits may incur higher costs.

Emergency care is typically covered by Medicare Advantage plans, regardless of network restrictions. Seniors should familiarize themselves with their plan’s emergency care policies, including any requirements for notifying the plan after receiving emergency services. Understanding these guidelines helps beneficiaries navigate urgent medical situations confidently while managing potential out-of-pocket expenses.

Rights and Protections for Medicare Advantage Plan Members

Medicare Advantage plan members have specific rights and protections under federal law. These include the right to receive clear information about plan benefits, costs, and provider networks. Seniors are also protected from discrimination based on health status, medical history, or genetic information.

Plan members can appeal denied claims or services and file complaints about their care or plan. They can request an expedited decision for urgent health needs. Medicare Advantage plans must provide timely access to covered services and ensure continuity of care during provider or plan changes. Key rights and protections include:

  • Access to emergency care without prior authorization
  • Protection from balance billing for covered services
  • Right to a fair hearing for denied claims
  • Guaranteed renewal of coverage (with some exceptions)
  • Access to clear, accurate plan information

Common Challenges and How to Overcome Them

Challenges

Seniors navigating Medicare Advantage plans may face various challenges. This section addresses common issues, including coverage denials, plan changes, and filing appeals. It also provides strategies for staying informed about Medicare Advantage developments and accessing resources for plan holders. Understanding these challenges and solutions helps seniors make the most of their healthcare coverage.

Addressing Issues With Providers and Coverage Denials

Medicare Advantage plan holders may encounter issues with providers or face coverage denials. When a service is denied, seniors should first review their plan’s coverage details and gather supporting documentation from their healthcare provider. They can then contact their plan’s customer service to discuss the denial and explore options for resolution.

If the issue persists, seniors can file a formal appeal with their Medicare Advantage plan. The appeal process typically involves submitting a written request along with any relevant medical records or doctor’s recommendations. Plans are required to respond to appeals within specific timeframes, and seniors can seek assistance from their State Health Insurance Assistance Program (SHIP) for guidance during this process:

StepActionTimeframe
1Review plan coverageImmediately
2Contact customer serviceWithin 7 days
3File formal appealWithin 60 days of denial
4Await plan response30-60 days

Dealing With Plan Changes: Mergers, Non-Renewals, and Benefit Modifications

Medicare Advantage plan changes, such as mergers, non-renewals, and benefit modifications, can significantly impact seniors’ healthcare coverage. When plans merge or are discontinued, beneficiaries may need to choose a new plan or return to Original Medicare. Benefit modifications can alter coverage levels, costs, or provider networks, requiring seniors to reassess their healthcare needs and budget.

To navigate these changes effectively, seniors should carefully review all communications from their plan provider and Medicare. They can compare available options during the Annual Enrollment Period or Special Enrollment Periods triggered by plan changes. Seeking assistance from State Health Insurance Assistance Programs (SHIPs) or licensed insurance agents can help seniors make informed decisions when faced with plan changes:

Plan ChangeImpactAction Required
MergerPotential network changesReview new plan details
Non-renewalLoss of current coverageChoose a new plan or return to the Original Medicare
Benefit modificationsChanges in coverage or costsReassess healthcare needs and budget

Strategies for Filing Grievances and Appeals

Filing grievances and appeals in Medicare Advantage plans requires a systematic approach. Seniors should first gather all relevant documentation, including medical records and correspondence with their plan. They should then submit a formal written complaint to their plan provider, clearly stating the issue and desired resolution.

If the initial grievance is not resolved satisfactorily, seniors can escalate their appeal to Medicare. They should follow the specific appeal procedures outlined in their plan documents, adhering to deadlines and providing any additional requested information. Seeking assistance from State Health Insurance Assistance Programs can provide valuable guidance throughout this process.

Tips for Keeping Up-to-Date With Medicare Advantage Developments

Staying informed about Medicare Advantage developments is crucial for seniors to make the best healthcare decisions. They can subscribe to newsletters from Medicare.gov and their plan providers to receive regular updates on policy changes, new benefits, and enrollment periods. Attending local informational sessions or webinars hosted by Medicare or insurance companies can also provide valuable insights into evolving plan options and regulations.

Seniors can leverage online resources and mobile apps to track Medicare Advantage news and compare plans easily. Many Medicare Advantage providers offer digital tools that allow beneficiaries to review their coverage, track claims, and receive personalized notifications about plan changes or new offerings. By utilizing these resources, seniors can stay up-to-date with the latest developments and make informed decisions about their healthcare coverage:

  • Subscribe to Medicare.gov newsletters
  • Attend local informational sessions or webinars
  • Use online comparison tools and mobile apps
  • Review plan provider communications regularly
  • Consult with a licensed insurance agent annually

Resources and Support for Medicare Advantage Plan Holders

Medicare Advantage plan holders have access to various resources and support systems to help them navigate their coverage effectively. The State Health Insurance Assistance Program (SHIP) offers free, unbiased counseling to seniors on Medicare-related issues, including plan selection and appeals. Additionally, the Medicare Rights Center provides a national helpline and online resources to assist beneficiaries with understanding their rights and resolving coverage problems.

Seniors can also utilize online tools provided by Medicare.gov, such as the Plan Finder, to compare Medicare Advantage options and track their healthcare expenses. Many plan providers offer dedicated customer support lines and online portals where members can access personalized information about their coverage, claims, and benefits. These resources empower seniors to make informed decisions about their healthcare and address any challenges they may encounter with their Medicare Advantage plans.

Conclusion

Medicare Advantage offers seniors a comprehensive healthcare solution by combining Medicare Parts A and B with additional benefits such as prescription drugs, dental, and vision care. With various plan types like HMO, PPO, and SNP, seniors can choose options that best fit their healthcare needs and budget, though eligibility and enrollment must align with specific periods. While costs include premiums, deductibles, and out-of-pocket limits, savings are available through assistance programs. Beneficiaries also have important rights, including the ability to appeal decisions and access resources like SHIP for guidance and support.