Translate health insurance jargon into plain answers.
Deductible, copay, coinsurance, out-of-pocket max – members encounter these terms every time they use their plan. Chatref explains each one from your Summary of Benefits so members understand their own plan without calling.
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Why it matters
The problem this solves.
The challenge
Plan benefit terminology confuses most members, and every confusion becomes a call to member services.
What it costs
Agents spend call after call explaining the same terms – deductible, copay, EOB – that are already documented in the plan.
The Chatref way
Chatref explains plan terms in plain language from your Summary of Benefits, so members understand their own coverage.
The Chatref solution
How Chatref explains member benefits.
A member receives an Explanation of Benefits or reads a plan document and doesn't understand a term. They ask Chatref, which explains the term in plain language drawn from your Summary of Benefits and formulary – and routes to a live agent if they need to discuss their specific
Real questions
What Chatref answers here.
What does my Explanation of Benefits mean?
What is the difference between a deductible and an out-of-pocket maximum?
What is coinsurance and how does it work?
How much is my copay for a specialist visit?
Is this medication on my plan's formulary?
What counts toward my deductible?
Loved by support teams
Health plans, making benefits understandable for every member.
How teams use Chatref to answer benefit explanation questions before they reach the service line.
Deductible and copay questions were our highest volume repeat call. Chatref explains those terms from our Summary of Benefits in plain language, and members finally understand their plan without calling us.
Members used to call every time they received an EOB. Now Chatref walks them through what each line means and our agents handle the real queries.
It explains plan terms from our own Summary of Benefits. Members trust the answers because they match what their plan document says.
of benefit explanation questions answered without a live agent
Spanish-speaking members now get the same plain-language benefit explanations as English members, from one set of plan content.
Can Chatref explain what an Explanation of Benefits document means?
Yes. Chatref explains each section of an EOB in plain language, drawn from your plan documentation, so members understand what was billed, adjusted, and owed.
Will it explain formulary tiers and drug costs?
Yes. If your formulary content is loaded, Chatref explains drug tiers, cost-sharing rules, and how to look up a specific medication's tier.
Can it explain benefit differences across plan tiers?
Yes. Chatref can compare copay and deductible structures across the plan tiers described in your Summary of Benefits.
Does it handle benefit questions in languages other than English?
Yes. Chatref supports up to 11 languages from your existing plan content, so non-English members get the same plain-language benefit explanations.
How is this different from a generic insurance FAQ?
Chatref answers only from your Summary of Benefits and plan documents, so every explanation reflects your specific plan – not a generic insurance definition that may not match your coverage.
Make your plan easy to understand for every member.
Point Chatref at your Summary of Benefits, drop in one snippet, and let members get plain-language benefit answers at any hour – free to start.
Part of Chatref for Health Insurance Providers · Healthcare hub · pricing.