Transparency has become a baseline expectation in healthcare, and dental insurance is no exception. According to new Humana research, patients’ frustrations are driven less by cost itself and more by uncertainty around what care will ultimately cost.1
Among adults in the United States who serve as the primary dental insurance decision makers in their household, 42% cite unexpected costs as their top frustration.1 The research also points to additional concerns, including lack of cost transparency (19%), unclear coverage details (18%) and difficulty with scheduling (18%).1 Together, these findings suggest that patients feel they are making care decisions without complete or timely information.
One contributing factor is the complexity of dental insurance plan design.1 Coverage features, such as annual maximums, frequency limits and service exclusions, can make it difficult for patients to anticipate expenses before treatment begins.1 As a result, clarity may come only after care has been delivered, contributing to dissatisfaction and eroding trust.1
The research underscores the importance of predictability in the dental insurance experience. Clear, timely communication around coverage and expected costs may help reduce patient frustrations and support more informed decision making.
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Reference
“Humana Dental Insurance,” Opinium Research, November 2025.
