01/17/2026
A New JAMA Study Raises a Big Medicare Question: Are People Getting Complete Answers?
Medicare isn’t simple. And when someone is trying to choose coverage—especially seniors juggling prescriptions, doctors, and budgets—incomplete information can lead to costly mistakes.
A new study in JAMA Network Open looked at how well people could get help through the State Health Insurance Assistance Program (SHIP) using “mystery shoppers.” The researchers attempted 306 contacts across 131 SHIP sites in 16 states (phone, video, and in-person). 
What they found
1) Many people couldn’t even complete a SHIP contact
Almost 40% of attempts (39.9%) couldn’t be completed, often because calls weren’t returned. 
2) When contacts were completed, answers were often accurate… but incomplete
Among 184 completed encounters, the average share of responses that were accurate and complete was about 40%. 
Inaccuracy was less common overall (average about 6.7%), but the real issue was missing key details—especially on plan-specific questions. 
3) Performance varied a lot depending on the question
Accuracy ranged from 26.1% on questions like whether a specific clinician was in-network… to 94.3% on general questions like Traditional Medicare vs Medicare Advantage. 
4) Dual-eligible guidance (Medicare + Medicaid) wasn’t consistently mentioned
Fewer than half of counselors mentioned D-SNPs as an option for shoppers posing as dual-eligible. 
My takeaway (and why this matters)
This isn’t meant to knock SHIP—many counselors are doing their best. The study’s own takeaway is that SHIP may need more resources, training, and capacity to meet demand. 
But if you or a loved one are making Medicare decisions, here’s the bottom line:
✅ Don’t settle for partial answers.
✅ Double-check plan details—especially networks, prescriptions, and out-of-pocket costs.
Need help sorting it out?
👉 Contact your local Medicare specialist: Suhr & Lichty Insurance Agency.
We’re fully trained and licensed to help with all your Medicare needs—plan comparisons, enrollment, and ongoing support.