Climate Change Data

Environmental Metrics

ESG Focus Areas

• Responsible Business
• Economic Performance
• Human Capital Development
• Climate Change
• Innovation

Environmental Achievements

• Data migration project shifting data centers from physical infrastructure to cloud-based storage to reduce environmental impacts and improve data management.
• Becoming a remote-first company, reducing commute-related emissions.

Social Achievements

• Introduced eHealth Gives program for employee community involvement.
• Redesigned advisor hiring and training program, introduced agent career pathing, and launched the local market operating model.
• Introduced monthly All Hands and Townhall meetings and “Leaders Leading Leaders” series to improve employee engagement and communication.

Governance Achievements

• ESG program overseen by the Nominating and Corporate Governance Committee of the Board of Directors.
• Introduced a customer pledge signed by senior leadership, outlining commitment to Medicare beneficiaries and caregivers.

Climate Goals & Targets

Environmental Challenges

• Rapidly changing healthcare landscape (shifts in provider networks, benefit structures, increasing adoption of telehealth and at home care).
• 7-week Medicare enrollment period causing rushed decisions and workforce instability.

Mitigation Strategies

• Business transformation process to enhance customer experience and rebuild sales and marketing processes.
• Advocating for a personal, month-long open enrollment period timed to coincide with beneficiaries’ birthdays.

Supply Chain Management

Climate-Related Risks & Opportunities

Reporting Standards

Frameworks Used: GRI, TCFD, SASB, UN SDGs

Environmental Metrics

ESG Focus Areas

• Responsible Business
• Economic Performance
• Human Capital Strategy
• Climate Change
• Innovation
• Customer Experience
• Community Impact

Environmental Achievements

• Reduced physical footprint by shutting down Santa Clara office, reducing energy use and commute emissions.
• Digitization of health insurance purchasing process significantly reduced paper usage across the industry.

Social Achievements

• Launched AEP Aces program, improving customer service during peak periods and fostering cross-departmental collaboration.
• Strong employee volunteering and charitable giving, including meal packaging for Rise Against Hunger and partnership with Happy Hope Factory.
• 4.6 out of 5-star Trustpilot consumer rating for eHealth Medicare as of August 2024.

Governance Achievements

• Maintained a majority of independent directors on the Board (8 out of 9).
• Established and maintained an effective Medicare Compliance Committee.
• Implemented robust data security program with SOC2 Type 2, NY-DFS annual report, and PCI-DSS AOC certifications; pursuing HITRUST certification.

Climate Goals & Targets

Environmental Challenges

• Climate-related risks: extreme weather events impacting operations, supply chain, and workforce; regulatory changes increasing operational costs; competitive pressure from more energy-efficient technologies.
• Maintaining high enrollment quality and CTM scores while managing growth.

Mitigation Strategies

• Business continuity and emergency response planning.
• Investing in energy efficiency and exploring renewable energy options.
• Focus on enrollment quality and customer experience to improve retention and profitability.
• Continuous improvement of online platform and agent training.

Supply Chain Management

Supplier Audits: Not disclosed

Responsible Procurement

• Vetting process for insurance carriers considering AM Best ratings, customer service, product offerings, and rate stability.
• Close monitoring of carrier performance and adherence to best practices; regular business reviews.

Climate-Related Risks & Opportunities

Physical Risks

• Extreme weather events (heatwaves, floods, wildfires, cyclones) impacting operations, customers, and workforce.
• Chronic climate change impacts (temperature, precipitation, sea levels) affecting operational costs and supply chain.

Transition Risks

• Policy and legal changes (carbon tax, emissions standards) increasing costs.
• Technological advancements by competitors leading to market share loss.
• Reputational damage from perceived inaction on climate change.

Opportunities

• Resource efficiency through digitization and reduced paper usage.
• Increased market share from environmentally conscious consumers.
• Cost savings from energy efficiency improvements.
• Expansion of platform to governments and carriers.

Reporting Standards

Frameworks Used: GRI, TCFD, SASB, UN SDGs

Certifications: SOC2 Type 2, NY-DFS annual report, PCI-DSS AOC

Third-party Assurance: Not disclosed

UN Sustainable Development Goals

• Not disclosed

Aligning material topics to the UN SDGs.

Sustainable Products & Innovation

• Omnichannel platform with co-browsing, agent chat, live advise, ePerks, MatchMonitor, and Application Tracker features.

Awards & Recognition

• Not disclosed