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On today’s episode, Sara Payne is joined by Nishant Shukla, Chief Marketing Officer at SCAN Health Plan, for a candid and compelling discussion about one of this year’s most talked-about health marketing campaigns: “Health Insurance is Broken.” As SCAN geared up for the 2025 Medicare open enrollment period, its bold new initiative ditched rosy portrayals of senior life in favor of authentic, relatable stories that put the frustrations of the healthcare system front and center.

Nishant shares the strategy and intention behind the campaign—anchored in SCAN’s activist roots—revealing how honest storytelling and a commitment to genuine experience resonate with both members and the broader industry. The episode dives into the campaign’s genesis, the challenges and benefits of taking a public stand, how member and employee feedback shaped the creative approach, and the measurable impact on brand awareness, business performance, and industry dialogue.

Key Takeaways:

1. Authenticity Is Boldness in Health Marketing: Nishant emphasizes that boldness in healthcare marketing doesn’t require shock value—it demands authenticity. The “Health Insurance is Broken” campaign resonated because it spoke honestly about the pain points seniors face in navigating health insurance. By focusing on what members really experience, Scan Health Plan created a rallying cry that drew attention, trust, and excitement from both consumers and employees.
2. Mission-Driven Messaging Builds Lasting Trust: SCAN’s activist heritage—from its founding by “12 Angry Seniors” seeking better healthcare—remains the guiding force behind the brand’s messaging. Nishant advises marketers to ensure campaigns are connected to organizational mission, which enables them to speak candidly about what’s broken and what needs to change. This deep alignment fosters pride, trust, and a strong connection between the organization and its members.
3. Listening and Insight Drive Campaign Success: The campaign’s success was grounded in thorough consumer and market insight—listening to member experiences, analyzing service calls, and gathering direct feedback. Nishant shares how SCAN’s continuous feedback mechanisms (including direct emails to the CEO and regular review of service interactions) allow them to understand real member pain points. This ongoing listening translates into creative that feels fresh, different, and honest to the target audience.
4. Positive Impact Internally and Externally: The effects of the campaign were felt throughout the organization. Members expressed pride, prospective members saw something new, and employees felt energized—motivated to improve every touchpoint of the member experience. Even competitors reacted, some defensively, which Sara points out is often a sign the campaign is truly breaking through. The “Health Insurance is Broken” narrative has united Scan’s staff and members around a shared mission of improvement.
5. Bold Campaigns as Calls to Industry Action: Nishant sees the campaign not just as marketing, but as a “clarion call” for the entire health insurance industry to acknowledge inefficiencies and strive for real change. By owning imperfections and committing publicly to fixing them, SCAN challenges the status quo—and invites other stakeholders to do the same. The campaign’s early success, including record enrollment numbers and strong engagement metrics, demonstrates that honest, member-focused storytelling can lead to transformative business results and industry momentum.

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