Recently, insufficient information has led to consumer health-insurance duplication. This study determines which financial information is essential to consumer decision-making. Consumers’ health-insurance consultations were analyzed in three stages of decision-making (pre-enrollment, enrollment, and post-enrollment) through text mining and text network analysis. Higher frequency words were identified for each of the three stages. For example, these included “inquiry” and “fee-for-service health” at pre-enrollment; “indemnity health insurance” and “insurance agent” at the time of enrollment; and “claim,” “compensation,” and “benefits” after enrollment. Also, centrality of the text network analysis identified the terms that were located centrally on a graph in each of the three stages. Results confirmed that different information is required for each decision-making stages.

Keywords: Text mining, Text network analysis, Consumer decision-making, Financial information, Indemnity health insurance