Retention Is Your
Most Underserved
Growth Lever.
BookCover is unique: we pair your team with experienced retention consultants and our AI-automated platform — so health plans can reach each and every member meaningfully, at scale.
Unlike solutions that recommend campaigns from generic personas and segmentation models, we draw on your members' actual interaction data to surface outreach that's timely, meaningful, and genuinely appreciated. That's what builds long-term member relationships.
Individual, member-level outreach is the missing piece in nearly every carrier's strategy. Led by experts in the space and powered by AI automation, BookCover gives your plan the resources to make it happen at scale — while you always own and lead every communication.
Applicable for carriers across all lines of business
Why Health Plans Lose Members
at Every Renewal Cycle
Health plans across every line of business — Medicare Advantage, Medicare Supplement, Medicaid, and Individual markets — share a fundamental and growing retention problem. It is largely self-inflicted by an industry that invests billions in acquiring new members while systematically underinvesting in keeping them.
The Market Forces Working Against Retention
Technology companies — Sunfire, Connecture, EnrollHere, Healthcare GPS — are investing hundreds of millions in AI-powered new-enrollment solutions for FMOs and brokers. These AI tools will make the sales and marketing of competing plans even more aggressive and targeted, creating even greater pressure on member switching across all product lines. While all these companies tout "retention features," retention remains a checkbox — not a strategy. The result: increasingly sophisticated AI-powered acquisition technology on one side, largely manual retention on the other.
Why Current Approaches
Fall Short
The health plan industry has invested heavily in risk scoring and enrollment technology — but has left a critical gap at the member level, where retention is actually won or lost.
A Retention Marketing Service,
Powered by an Enterprise Platform
BookCover isn't software you're left to run on your own. We're a retention marketing service: our consultants embed on your retention and customer service teams and bring an enterprise platform that combines AI-driven risk intelligence with real member-level insight — delivering real-time, next-best-action guidance across your entire membership, grounded in each member's actual claims, plan usage, and health journey.
One of our key capabilities is connecting through the third-party access APIs that CMS already requires health plans to expose. Your member data is already accessible — we simply connect to it. That eliminates complex custom integration, project delays, and the resource-intensive IT and compliance implementation work that stalls most retention initiatives before they start.
We Aren't Chasing
Commission Dollars.
Unlike the broker-tech ecosystem investing in new enrollment tools, BookCover is singularly focused on member retention and health outcomes. And we're not just another piece of software — we're a retention marketing service that embeds on your team. We succeed when your members stay — not when they switch.
From Data to Retention —
End to End.
As your embedded retention marketing service, BookCover connects to your member data ecosystem, builds individual member intelligence, and works alongside your retention and customer service teams — keeping members informed, supported, and loyal all year long.
Two Decades of Health
Plan Technology Expertise
BookCover is built by CercaLabs — a team with deep roots in health plan automation and member engagement, founded by industry veterans with decades of experience working inside and alongside carriers.
We Believe Retention
Is a Greater Good
Most marketing organizations and technology vendors in our space are chasing commission dollars — incentivized to move members between plans and carriers regardless of whether it is in the member's best interest. BookCover was founded on a different belief.
We believe that a health plan's greatest opportunity isn't in acquiring new members — it's in becoming so indispensable to the members they already have that switching becomes unthinkable. After all, nobody likes shopping for a new health plan. Members switch because outside forces push them to — not because they want to.
When members are genuinely supported — when they understand and use their benefits, when their plan proactively helps them navigate their healthcare journey — they make better health decisions, cost the plan less, and stay loyal for life. That's better for members, better for carriers, and better for the healthcare system as a whole.
BookCover exists to help health plans build that relationship — at scale, for every member, leveraging the power of AI and automation.
The Numbers That
Move the Business
Your Brand. Your Members.
Real Engagement — Powered by AI.
The enterprise platform behind our retention marketing service includes a white-labeled member engagement mobile website that works on each member's actual claims, formulary, and plan data — delivering personalized guidance that members genuinely value and trust. Every interaction is branded as coming from your health plan, never as a generic bot.
Proactive Benefits Reminders
Before Members Even Ask
Most members have benefits they've never used — dental cleanings, SilverSneakers gym memberships, OTC allowances, vision exams. Not because they don't want them, but because nobody told them. BookCover changes that.
Using each member's actual benefit utilization data, the platform identifies unused benefits and prepares personalized, timely reminders your plan delivers through your branded member website — turning your plan's richest features into visible, tangible value.
👁️ Vision: Annual exam + $200 frame allowance
🏋️ SilverSneakers: Free gym membership — 15,000+ locations
💊 OTC Allowance: $150/quarter for health supplies
24/7 Plan Guidance Powered by
Each Member's Actual Data
When members have questions about their coverage — especially at stressful moments like a claim denial or an unexpected bill — they need fast, accurate, personalized answers. Not hold music. Not a generic FAQ.
BookCover's AI assistant reads each member's actual claims, EOBs, and plan data to provide guidance that's specific to their situation — while automatically escalating frustrated members to your care team with full context.
Catch At-Risk Members
Before They Disenroll
Member dissatisfaction rarely announces itself — it builds quietly until the next AEP, when a broker calls. BookCover's NLP engine monitors every member interaction for signals of frustration, confusion, or unmet needs — and automatically escalates to your retention team before it becomes a disenrollment.
Your Health Plan HMO
✓ $0 premium · MOOP $3,400
✓ All your current doctors in-network
✓ All 3 Rx medications covered Tier 1
✓ Dental + Vision + SilverSneakers
Based on your usage, staying on your current plan saves you $284/year vs. comparable options.
Retain Members at AEP With
Data-Driven Plan Guidance
AEP is your highest-risk retention moment — when brokers call, competitors advertise, and members reconsider. BookCover turns this threat into your strongest retention opportunity by delivering personalized plan analysis before your competitors make their move.
Using each member's actual claims, Rx utilization, and provider relationships, BookCover analyzes whether their current plan is the right fit for 2026 — and delivers a clear, trusted recommendation directly in the member website, branded as coming from your health plan.
Frictionless Engagement.
No Download Required.
BookCover uses a Magic Link engagement flow — members receive a single email invitation and are active in under 60 seconds. No passwords. No downloads. No IT tickets.
We minimize the IT integration burden by leveraging the standardized FHIR Patient-Access APIs that CMS already requires health plans to expose for third-party interoperability. Your plan data is already accessible — we connect to it. There is no IT implementation project sponsor required to get started.
Subject: Your personal member benefit tool is ready
Your health plan has activated a new personalized benefit tool just for you. Click below to get started — it only takes 60 seconds.
Your plan dashboard is ready. You have 3 benefits waiting to be used this year.
One Platform. Every Member.
Total Retention Visibility.
The enterprise platform that powers our service — and that we put in your team's hands — gives real-time visibility into every member's risk, engagement, and NBA (Next Best Action). Your embedded BookCover consultant works alongside your retention and customer service teams to act on it immediately, rescore automatically, and measure everything.
Your Team's Daily Priorities,
Front and Center
When your retention team logs in each morning, the most urgent members surface automatically — segmented by the action required. A coordinator can call a high-risk member, send a notification, or deploy a survey without leaving the platform.
Once an action is completed and logged, BookCover automatically rescores that member based on the interaction — and can trigger a follow-up satisfaction survey to capture real member feedback and close the loop.
Complete Member Intelligence
in a Single View
Every member gets a dedicated profile giving your retention team the full picture — risk trajectory, plan utilization, engagement history, and every conversation the member has had with the BookCover member website. Critically, the system also surfaces actionable recommendations for lowering each member's risk score: calling the member, reviewing negative interactions, or sending a targeted message. Your team reviews the recommendation and acts — the system never sends on its own.
Aggregate Insights That
Drive Retention Strategy
BookCover's reporting suite gives your leadership team a full picture of retention performance — from population-level risk trends to pre-renewal vulnerability — with the data needed to make proactive investments before attrition happens.
We Embed in Your Team.
You Own Every Communication.
BookCover isn't software you're left to operate — we're a retention marketing service powered by an enterprise platform. Our consultants embed directly on your retention and customer service teams, providing hands-on guidance, real-time insights, and next-best-action recommendations across your membership, while your health plan owns and leads every member communication. No two plans are alike, so we help you shape strategies tailored to your membership, product lines, and goals. Working alongside your team means no delays: when you have an idea, we help you operationalize it; when the data surfaces an opportunity, we bring you the recommendation and the tools to act on it.
A Resource — Not a Third-Party
Messenger to Your Members
We understand the CMS regulations and internal privacy policies that govern how carriers communicate with members. That is exactly why BookCover is positioned as a resource: your health plan owns, approves, and sends every member communication. We provide the insights, recommendations, and AI-powered platform behind them — never the direct line to your members.
Recommendations and Tools From Us.
Communications Owned by You.
BookCover provides the strategy, message drafts, recommendations, and platform behind your retention campaigns — while your health plan reviews, approves, and sends every member communication. No two health plans are alike, and we do not use one-size-fits-all playbooks. We shape every recommendation around your members, your benefit structure, and your retention goals. Working alongside your team means your ideas become approved, ready-to-send campaigns in days, not quarters.
Proven Campaigns,
Tailored to Your Members.
We bring a library of proven campaign types as a starting point — then help you customize every detail for your plan's brand, benefit structure, and member population. Nothing is off-the-shelf. We recommend deployment timing and optimizations; your team owns the decision to launch and every send.
Meet Members Where They Are —
On Facebook.
Over 72% of adults 65 and older are active Facebook users — making it one of the most effective channels for reaching your Medicare Advantage membership. BookCover helps your team plan and design targeted Facebook advertising campaigns that extend your member engagement beyond the website — run through your plan's own ad accounts, meeting members on the platform they already use daily. We provide the audience strategy, creative, and recommendations; your plan owns the ad account and approves every campaign before it goes live.
Continuous Monitoring.
Insights Delivered to Your Team.
Your BookCover partner doesn't just hand you a dashboard and move on. They continuously monitor engagement metrics, risk score trends, and campaign performance — synthesizing that data into clear, executive-ready reporting that tells you exactly what is working and where to focus next.
We translate platform data into business language — connecting retention activity to member satisfaction scores, quality metrics, and bottom-line impact — so your leadership team always has the full picture.
We Train Your Team and
Implement New Programs Together.
Your BookCover partner doesn't just hand you a platform — they help your organization build lasting retention capability. From onboarding your retention coordinators to working cross-functionally with your clinical, marketing, and technology teams, we ensure your entire organization gets the most from the platform.
When new features, programs, or compliance requirements arise, we guide the implementation — coordinating with your internal stakeholders and providing recommendations so changes roll out smoothly, on time, and without disrupting your team's day-to-day operations.
See How an Embedded Retention
Marketing Service Works for You
Explore the BookCover platform our consultants put to work for your retention and customer service teams — real-time insights, next-best-action guidance, and member-level intelligence across your entire membership.