Helping Consumers Understand the New Health. Insurance Premium Tax Credit in Spanish. Consumers Union, nonprofit. Consumer Reports and

Transcription

1 Helping Consumers Understand the New Health CONDUCTED BY Consumers Union, nonprofit publisher of Consumer Reports and Kleimann Communication Group, Inc. FUNDING SUPPT PROVIDED BY Insurance Premium Tax Credit in Spanish August 15, 2013

2 Table of Contents Acknowledgements 2 About the Authors 2 About the Robert Wood Johnson Foundation 3 Executive Summary 4 Introduction 4 Testing Goals 5 Testing Approach 5 Participant Demographics 5 Chapter 1. Detailed Findings 6 The Cover 6 Section 1 6 Section 2 7 Section 3 7 Section 4 8 Section 5 9 General Language 10 Comprehension Issues 11 Positive Comments 11 Chapter 2. Conclusions and Recommendations 11 Strength of Evidence 12 Recommendations 12 Chapter 3. Next Steps 12 Appendix A: Detailed Demographics for Participants 14 Appendix B: Participants Preferred Language Choices 17 1 CONSUMERS UNION AUGUST

3 Acknowledgements The testing for the Spanish language Health Insurance Premium Tax Credit brochure is the third phase of a larger study. It was conducted by Consumers Union, the policy and advocacy division of Consumer Reports, and the Kleimann Communication Group, a research and design firm. The larger study focused on developing and testing an English version of the brochure. Lynn Quincy, Senior Health Policy Analyst at Consumers Union, conceived of the study, served as study s director, observed testing and helped draft the report. Dr. Susan Kleimann and Dr. Barbra Kingsley led the consumer testing, synthesized results, drafted the reports and coordinated with the design firm Graves Fowler Creative (GFC). GFC was responsible for the initial, interim, and final designs. ASCI Translations provided the translation of the tested brochure and materials into Spanish and moderated the testing. Consumers Union sponsored the first phase of the study (literature review, initial design development and stakeholder interviews). We greatly appreciate funding from the Robert Wood Johnson Foundation who sponsored the second phase, completing the brochure design using feedback from three rounds of consumer testing and synthesizing the findings into this report. Both Consumers Union and Robert Wood Johnson Foundation supported this third phase. We are also grateful to our key informants who provided the perspective of tax preparers and private insurance enrollment counselors who work with consumers on a daily basis. Our six experts were generous with their time and thoughtful in their comments for the first two phases of this project. About the Authors Lynn Quincy is a Senior Health Policy Analyst at Consumers Union. Ms. Quincy works on a wide variety of health policy issues, with a particular focus on consumer protections, consumers health insurance literacy and health insurance reform at the federal and state levels. Ms. Quincy also serves as a consumer expert in several venues, including as a consumer representative with the National Association of Insurance Commissioners. Prior to joining Consumers Union, Ms. Quincy held senior positions with Mathematica Policy Research, Inc., the Institute for Health Policy Solutions and Watson Wyatt Worldwide (now Towers Watson). She holds a master's degree in economics from the University of Maryland. Susan Kleimann is President of Kleimann Communication Group, Inc. Dr. Kleimann has over 35 years of experience providing technical assistance to both public and private sector organizations. Since founding her company in 1997, Dr. Kleimann has become one of the nation s foremost experts on clear 2 CONSUMERS UNION AUGUST

4 communication, plain language, and information design. Dr. Kleimann s expertise includes policy change, qualitative testing, evaluation, and researchbased information. She has also testified before Senate Special Committees and serves as Vice Chair of the U.S. Center for Plain Language, which helped to spearhead the Plain Writing Act of Prior to founding Kleimann Communication Group, she was the Director of the Document Design Center at the American Institutes for Research. Karina Eldredge, MPA, a Research Analyst with Kleimann, served as the Project Manager and key analyst in the Spanish testing. Her work includes coordinating, developing, and analyzing consumer-oriented documents for multiple government clients, including mortgage loan estimates and closing disclosures for the Consumer Financial Protection Bureau. Prior to joining Kleimann, Ms. Eldredge was a Task Manager at Innovative Solutions Group for a large knowledge management contract for the U.S. Forest Service and a contractor at the Department of Homeland Security serving as an Administrative Consultant. Kleimann Communication Group is a small, woman owned, Washington, DCbased research and design firm founded in Kleimann focuses on making complex information clear and usable for targeted populations. ACSI Translations, a small, woman- and minority-owned company specializes in translation and interpretation services. Founded in 2010, ACSI Translations has a leadership team originally from South America with experience in banking, private equity, and multilateral organizations, as well as federal, state, and local governments in the United States and Latin America. About the Robert Wood Johnson Foundation The Robert Wood Johnson Foundation focuses on the pressing health and health care issues facing our country. As the nation s largest philanthropy devoted exclusively to health and health care, the Foundation works with a diverse group of organizations and individuals to identify solutions and achieve comprehensive, measurable and timely change. For more than 40 years, the Foundation has brought experience, commitment and a rigorous, balanced approach to the problems that affect the health and health care of those it serves. When it comes to helping Americans lead healthier lives and get the care they need, the Foundation expects to make a difference in your lifetime. For more information, visit Follow the Foundation on Twitter at or on Facebook at 3 CONSUMERS UNION AUGUST

5 Executive Summary Introduction Consumer Union sponsored a three-phase project to help consumers understand the premium tax credit available under the Affordable Care Act 1. As a third phase of this larger project, we conducted cognitive and usability testing on the Spanish translations of the Health Insurance Premium Tax Credit brochure. We tested two versions of the translated brochure, one by ACSI Translations and one by the Consumers Union (CU). Structured the same, they offered alternative language choices and translations. The goal of this testing was to determine if the Spanish translations of the English brochure were correct, free of confusing words and concepts, and used plain language. We used these alternate versions to identify which language choices were clearer, easier to understand, and preferred by participants. Additionally, as with the English testing, we wanted to better understand how Spanish-speaking consumers would respond to the new tax credit information and their overall interaction with the brochure. Our findings reflect one round of consumer testing with five participants in Bethesda, Maryland in July The Spanish testing demonstrated that the brochure successfully helped participants understand the important issues of the Premium Tax Credit. Specifically, we found that: although a few participants were unsure of what a tax credit was, overall, they understood the opportunity to obtain health insurance for less money; most participants understood if they qualified for the tax credit; most participants understood the two ways to take the tax credit (now or later) and the risk involved if their situation changes and they fail to notify the Marketplace; The new brochure was able to convey the opportunity to obtain health insurance for less money. all participants understood who they could contact for help and information; three participants rated the brochure a 4 (5 being very clear), with one person giving it a 5 and another giving it a 3 (neutral); and participants were mostly consistent on their language preferences when presented with alternate terms. 1 For more information about phases 1 and 2, see Helping Consumers Understand the Health Premium Tax Credit, Consumers Union, Robert Wood Johnson, and Kleimann Communication Group, May < 4 CONSUMERS UNION AUGUST

6 Testing Goals The main goal of this testing was to determine if the Spanish translations of the English brochure were correct, free of confusing words and concepts, and used understandable plain language. We wanted the translations to be reasonably accessible to the different Spanish dialects spoken in the United States. We also observed participants overall interaction with the brochure. Testing Approach To diagnose comprehension, we used structured, one-on-one interviews. We used two translations of the brochure, one by ACSI Translations (Version 1) and one by CU (Version 2). We looked at specific language choices that differed in the two versions. All participants saw the same two brochures, but we alternated which was shown first. To start, each participant received one translation of the brochure and did a think aloud. Then, they answered a series of comprehension and translation questions based on the overall research goals. After reading and answering questions on the first brochure, participants received the second version of the brochure and did another think aloud. Participants then answered comprehension and translation questions about the second brochure and compared it to the brochure they saw first. Additionally, participants answered specific questions regarding their preferred language choices from a separate list of Spanish words the translators had identified as potentially difficult to translate correctly. (See Table 1.) Table 1. List of General Language Choices ENGLISH SPANISH (VERSION 1) SPANISH (VERSION 2) Premium Prima Cuota Fiscal Credit Crédito Fiscal Crédito tributario Repayments Repagos Reembolsos Reimbursements Reembolsos Devoluciones In Advance Por adelantado Por anticipado Participant Demographics We tested a total of five participants in Bethesda, Maryland. Participants represented a range of demographics, such as age, education, income, and family size, as well as health insurance enrollment. The majority of participants were in the middle-income range with some college education (two years or more). Three of the participants were South or Central American and the other two participants did not identify their country of origin. All of the participants were primarily Spanish-speakers with three participants indicating that they also spoke English. We tried to include participants with low (high school or less) and high (college or more) education. However, due to the unavailability of participants, we could only test participants with some college education (or 5 CONSUMERS UNION AUGUST

7 more). Most participants did not have health insurance or access to employer coverage. (See Appendix A for detailed demographics.) Chapter 1. Detailed Findings In this testing, we focused specifically on the words and phrases identified in Table 1 above. Additionally, we also tested specific sections of the brochure and asked participants to identify which language and/or phrase they preferred. Overall, participants understood the key points that we tried to convey in the brochure, including whether they qualified for the tax credit, the difference between the Take It Now or Take It Later option, and who they could contact for additional information or questions. Participants often preferred a specific word, and, in a few cases, participants said that either language choice was clear and understandable. Although a few participants had difficulty with the concept of a tax credit, in general, they understood that it was an opportunity to obtain health insurance for less money. The Cover In Bethesda, we asked participants whether they preferred the Health Insurance Marketplace website information provided in Spanish (CuidadoDeSalud.gov/es) or English (healthcare.gov). Most 2 participants preferred the website information in English (healthcare.gov) instead of Spanish. Many may be familiar with navigating the internet in English. As we found in English language testing, they also indicated that knowing that this information comes from the government gave them more confidence in the document. [Having.gov gives] more security so if you look here, healthcare.gov, you think, okay, this might help us, right? The government is providing this so, according to what I read here, this is supposed to be backed by...the government. Maryland 001 Section 1 In section 1, we tested alternate language choices for the phrase If your income is near these amounts, you may still qualify. The two phrases tested in Spanish were: Most participants preferred the website information in English (healthcare.gov) instead of Spanish. Many may be familiar with navigating the internet in English. Si su ingreso es cercano a estos montos, aun puede reunir los requisitos (Version 1) Si sus ingresos están cerca de estas cantidades, aun puede calificar (Version 2) 2 Qualitative research often uses small numbers of participants. To report our findings, most refers to a majority of participants and few refers to two participants. 6 CONSUMERS UNION AUGUST

8 The focus was on the words montos and cantidades, meaning amounts. Participants were able to understand both phrases; however, a few indicated a preference for Version 2 ( cantidades ) because they thought it was clearer in this particular context. Participants indicated that cantidades was clearer. the word cantidad is much better for me, monto confuses me Maryland 005 Section 2 In section 2, we tested alternate language choices for the phrase The Health Premium Tax Credit reduces the total amount of tax you owe the IRS. The two phrases tested in Spanish were: El crédito fiscal de la prima medica reduce el monto total de impuestos que le debe al Servicio de Impuestos Internos (Version 1) El crédito fiscal de la prima medica reduce la cantidad total de impuestos que le debe al Servicio de Impuestos Internos (Version 2) The focus again was on the words monto and cantidad, meaning amount. Participants were able to understand both phrases; however, most indicated a preference for Version 2 ( cantidad ) because it was the language commonly used in their country. This finding is consistent with participants preference for cantidades in Section 1. A few participants indicated that either word was acceptable. Section 3 In section 3, we tested alternate language choices for four phrases. The first phrase was Sign up for health insurance at healthcare.gov. The alternate language choices for this phrase in Spanish were: Inscríbase para el seguro medico en healthcare.gov (Version 1) Inscríbase para el seguro medico en CuidadoDeSalud.gov/es (Version 2) The focus here was on the website address, provided in English (healthcare.gov) and Spanish (CuidadoDeSalud.gov/es). As with the cover, three participants preferred the language from Version 1, which provided the website address in English (healthcare.gov). Two participants indicated that providing the website address in Spanish would be useful. The second tested phrase was Tell them you want the tax credit in advance. The alternate language choices for this phrase in Spanish were: Informe que desea el crédito fiscal por adelantado (Version 1) Dígales que desea el crédito fiscal por adelantado (Version 2) 7 CONSUMERS UNION AUGUST

9 The focus here was on the words Informe and Dígales, meaning inform and tell them, respectively. Participants preferred the language used in Version 1 ( informe ). [Between Informe and Digales I choose] Informe this is more correct. Maryland 004 The third tested phrase was Choose to take all your credit in advance or just part of it. The alternate language choices for this phrase in Spanish were: Escoja obtener todo su crédito por adelantado, o solo una parte de este (Version 1) Elija obtener todo su crédito por adelantado, o solo una parte de este (Version 2). The focus here was on the words Escoja and Elija, meaning choose. Participants preferred the language used in Version 2 ( Elija ). A few participants indicated that either word was acceptable. I use both [ escoga and elija ]. Both have the same meaning but for me elegir goes straight to the point. Maryland 003 The fourth tested phrase was Get a statement from your Health Insurance Marketplace showing how much tax credit you received in The alternate language choices for this phrase in Spanish were: Obtenga una declaración del Mercado de Seguros Médicos que muestre cuanto crédito fiscal recibió en el 2014 (Version 1) Obtenga una carta o declaración del Mercado de Seguros Médicos que muestre cuanto crédito fiscal recibió en el (Version 2) The focus here was on the words una declaración and carta, meaning statement and letter, respectively. Participants preferred the language used in Version 2 ( carta ). [I would choose version] number two because the word declaración is not very clear not everybody understands it. Other people might say that declaración is accepting to say [ declaración can mean] something that you say, but I imagine they are talking about a document. Maryland 003 Section 4 In section 4, we tested alternate language choices for two phrases. The first phrase was If you take the tax credit in advance, changes to your family size or income or even a new job that offers health insurance could mean you re getting the wrong amount of tax credit. To make sure you get the right amount, 8 CONSUMERS UNION AUGUST

10 call when you have changes. The alternate language choices for this phrase in Spanish were: Si obtiene crédito fiscal por adelantado, los cambios en el ingreso o el tamaño de la familia (o hasta un nuevo empleo que ofrezca seguro medico) puede significar que esta obteniendo el monto equivocado de crédito fiscal. Para asegurarse de que esta obteniendo el monto correcto, llame cuando tenga cambios (Version 1) Si obtiene el crédito fiscal por adelantado, los cambios en el ingreso o el tamaño de la familia (o hasta un nuevo empleo que ofrezca seguro medico) puede significar que esta obteniendo la cantidad equivocada de crédito fiscal. Para asegurarse de que esta obteniendo la cantidad correcta, llame cuando tenga cambios (Version 2) The focus here was on the words monto and cantidad, meaning amount. Participants preferred the language used in Version 2 ( cantidad ). This preference is consistent with participants choices in Sections 1 and 2. A few participants recognized that other language or terminology was used in other countries. For me la cantidad but in Colombia, I think monto is used more. Maryland 004 The second tested phrase was Talk to your Marketplace about taking a partial credit. The alternate language choices for this phrase in Spanish were: Converse con el Mercado sobre una opción de obtener crédito parcial (Version 1) Hable con el Mercado sobre como obtener crédito parcial. (Version 2) The focus here was on the words converse and hable, meaning talk to. Participants preferred the language used in Version 1 ( converse ). Section 5 In section 5, we tested alternate language choices for three phrases. The first phrase was For details on whether you qualify and how much credit you will get, contact your state s Health Insurance Marketplace. The alternate language choices for this phrase in Spanish were: Para obtener detalles sobre si reúne los requisitos y sobre cuanto crédito obtendrá, póngase en contacto con el Mercado de Seguros Médicos de su estado (Version 1) Para obtener detalles sobre si califica y sobre cuanto crédito obtendrá, póngase en contacto con el Mercado de Seguros Médicos de su estado (Version 2) 9 CONSUMERS UNION AUGUST

11 The focus here was on the words reúne los requisitos and califica, meaning meet the requirements and qualify, respectively. Participants preferred the language used in Version 2 ( califica ). The second tested phrase was Need more advice? Talk to local assistors, such as navigators, brokers, or agents who are familiar with this new program. The alternate language choices for this phrase in Spanish were: Necesita mas consejos? Converse con los asistentes locales, como navegadores, corredores de seguros o agentes que conozcan sobre el nuevo programa (Version 1) Necesita mas consejos? Hable con los asistentes locales, como navegadores, corredores de seguros o agentes que conozcan sobre el nuevo programa (Version 2) As in Section 4, the focus here was on the words converse and hable, meaning talk to. Participants once again preferred the language used in Version 1 ( converse ). The third tested phrase was At tax time, talk to your tax preparer. The alternate language choices for this phrase in Spanish were: Al momento de pagar impuestos, converse con su asesor fiscal (Version 1) Al momento de pagar impuestos, hable con su asesor fiscal (Version 2) Participants preferred the language used in Version 1 ( converse ), consistent with their choices in Section 4 and elsewhere in this section (Section 5). General Language In the Spanish testing, we asked participants to indicate which word they preferred from a list of alternative Spanish words (See Executive Summary: Table 1). Below are the preferred word choices chosen by the majority of the participants: Premium- Between Prima or Cuota participants preferred Cuota Fiscal Credit- Between Crédito fiscal or Crédito tributario participants preferred Crédito fiscal Repayments- Between Repagos or Reembolsos participants preferred Reembolsos Reimbursements- Between Reembolsos or Devoluciones participants preferred Reembolsos 10 CONSUMERS UNION AUGUST

12 In Advance- Between Por Adelantado or Por Anticipado participants preferred Por Anticipado Most participants preferred cuota (premium) because it was clearer and more understandable. A few participants did not understand what tributario meant (although others preferred it and indicated that it was used in their country). In both cases, context played a major role. Participants preferred reembolsos (refunds) to both devoluciones (reimbursements) and repagos (repayments). They preferred the word refunds both when the brochure indicated that they would be reimbursed by the government and when it indicated that they would owe money back to the government. In both scenarios, they viewed the transaction as a reimbursement. In one context the reimbursement is being made to them and in the other the reimbursement is being made to the government. Lastly, most participants preferred por anticipado (in advance), albeit no explicit reasons were given. Comprehension Issues A few participants did not understand the concept of what a tax credit was, even though they understood the individual words. However, most participants did understand the overall gist that they could obtain health insurance for less money (if eligible)....well, what it explains to me is that if one is in good standing with the IRS, uh, one could get like...a discount in health insurance. Maryland 001 Positive Comments A few participants indicated that they liked the examples provided in the brochure and found them helpful in understanding the information. Other participants commented positively on the design of the brochure. The examples of people helped me a lot because I understood the words, but sometimes holding too much information is difficult these examples summarize the experiences. Maryland 003 I like the colors. I like the texture. It calls my attention. Maryland 005 Chapter 2. Conclusions and Recommendations For most of the Bethesda participants, the Spanish brochure helped them identify key characteristics about the health insurance premium tax credit. Participants were generally able to understand the language in both versions of the brochure 11 CONSUMERS UNION AUGUST

13 but had distinct preferences based on their country of origin or the context in which the word was used. While a few participants struggled with understanding what a tax credit was, they understood that this was an opportunity to obtain health insurance for less money (if they qualified). Participants had no strong preference for the language in used in either version of the brochure as a whole, but instead indicated a preference for words and phrases from both versions. Strength of Evidence The Spanish testing consisted of one round with five participants. For this reason, we are limited in the assumptions that can be made based on this testing. In a few cases participants indicated a specific reason for their language preference, such as their country of origin or the context in which the word was used (e.g., reembolsos versus devoluciones ). In most cases, however, participants gave no particular reason for their choices. Additionally, most participants indicated that either word choice (Version 1 or 2) was acceptable and only indicated a preference when asked to make a choice between the two options. Our final recommendations are based on majority preference. Recommendations We recommend creating a final brochure that uses the preferred language choices from both versions of the Spanish brochure to create a final version that incorporates these preferences. Specifically, the following words should be used throughout the final Spanish brochure. (See Table 2.) Table 2: Language for Final Spanish Brochure ENGLISH Premium Fiscal Credit Repayments Reimbursements In Advance SPANISH Cuota Crédito Fiscal Reembolsos Reembolsos Por anticipado Additionally, the preferred language indicated by participants in Sections 1-5 (See Chapter 1) should be used in the final Spanish brochure. (For a comprehensive list of all tested and preferred language, see Appendix B.) Chapter 3. Next Steps Due to time constraints, we had only one round of testing for the Spanish version of the Health Insurance Premium Tax Credit brochure. With additional time, we 12 CONSUMERS UNION AUGUST

14 would test a revision to the brochure based on the testing results. We recommend the following steps for any additional testing: Make comprehension the primary research goal (and translation secondary). Recruit rigorously for participants with less education (high school or less) and lower incomes in order to test whether the brochure works with those populations. To accomplish this, testing outside the greater Washington area may be required. Recruit participants from other Hispanic countries beyond Central and South America. Recruiting from other areas would allow for a broader representation of Spanish-speakers. This testing would serve to strengthen our evidence and increase confidence in our current findings and recommendations. 13 CONSUMERS UNION AUGUST

15 Appendix A: Detailed Demographics for Participants DETAILED DEMOGRAPHICS Gender Male 2 Female 3 Marital Status Now Married 4 Never Married 0 Divorced 0 Single 1 Race Black or African American 1 White 1 Asian 0 No Answer 3 Hispanic or Latino Yes 5 No 0 Hispanic or Latino Origin Cuban 0 Mexican 0 Puerto Rican 0 South or Central American 3 No Answer 2 Age Education Less than high school, high school or GED Some college or a 2-year college program 0 3 College graduate 2 Additional education 0 Household Income Less than $30k 1 14 CONSUMERS UNION AUGUST

16 DETAILED DEMOGRAPHICS $30,000-39,999 0 $40,000-59,999 3 $60,000-79,999 1 $80,000-99,999 0 More than $100k 0 If you had to purchase health insurance, how many family members would you include on a family plan? How many total individuals from your family? What is your employment status? I have my own business 1 I am employed full time outside the 2 home I am employed part time outside the home 1 I am a full time homemaker 0 I am currently not employed, but I am looking for work I am not employed and I am not looking for work at the present time 0 0 I am a full time student 0 I am retired 1 Do you currently have health insurance? If you answered yes, how do you get your health insurance? Yes 2 No 3 Through my employer 1 Through my spouse s employer 1 I purchase it myself 0 Other 0 How do you typically prepare your taxes? I pay a tax advisor 4 I use tax preparation software 1 15 CONSUMERS UNION AUGUST

17 DETAILED DEMOGRAPHICS I use an assistance program for free tax preparation 0 I ask others for help 0 Other 0 16 CONSUMERS UNION AUGUST

18 Appendix B: Participants Preferred Language Choices PREFERENCE COVER Version 1: healthcare.gov Version 2: CuidadoDeSalud.gov/es healthcare.gov (Version 1) SECTION 1 Version 1: Si su ingreso es cercano a estos montos, aun puede reunir los requisitos Version 2: Si sus ingresos están cerca de estas cantidades, aun puede calificar cantidades and calificar (Version 2) SECTION 2 Version 1: El crédito fiscal de la prima medica reduce el monto total de impuestos que le debe al Servicio de Impuestos Internos (IRS, por sus siglas en ingles). Version 2: El crédito fiscal de la prima medica reduce la cantidad total de impuestos que le debe al Servicio de Impuestos Internos (IRS, por sus siglas en ingles). cantidad (Version 2) Version 1: Inscríbase para el seguro medico en healthcare.gov Version 2: Inscríbase para el seguro medico en CuidadoDeSalud.gov/es healthcare.gov (Version 1) SECTION 3 Version 1: Informe que desea el crédito fiscal por adelantado Version 2: Dígales que desea el crédito fiscal por adelantado informe (Version 1) Version 1: Escoja obtener todo su crédito por adelantado, o solo una parte de este Version 2: Elija obtener todo su crédito por adelantado, o solo una parte de este elija (Version 2) 17 CONSUMERS UNION AUGUST

19 Version 1: Obtenga una declaración del Mercado de Seguros Médicos que muestre cuanto crédito fiscal recibió en el 2014 Version 2: Obtenga una carta o declaración del Mercado de Seguros Médicos que muestre cuanto crédito fiscal recibió en el 2014 una carta o declaración (Version 2) Participants understood and preferred the term carta over declaración SECTION 4 Version 1: Si obtiene el crédito fiscal por adelantado puede significar que esta obteniendo el monto equivocado de crédito fiscal. Para asegurarse de que esta obteniendo el monto correcto, llame cuando tenga cambios. Version 2: Si obtiene el crédito fiscal por adelantado puede significar que esta obteniendo la cantidad equivocada de crédito fiscal. Para asegurarse de que esta obteniendo la cantidad correcta, llame cuando tenga cambios. la cantidad equivocada and la cantidad correcta (Version 2) Version 1: Converse con el Mercado sobre una opción de obtener crédito parcial Version 2: Hable con el Mercado sobre como obtener crédito parcial converse (Version 1) Version 1: Para obtener detalles sobre si reúne los requisitos y sobre cuanto crédito Version 2: Para obtener detalles sobre si califica y sobre cuanto crédito califica (Version 2) SECTION 5 Version 1: Necesita mas consejos? Converse con los asistentes Version 2: Necesita mas consejos? Hable con los asistentes converse (Version 1) Version 1: Al momento de pagar impuestos, converse con su asesor fiscal Version 2: Al momento de pagar impuestos, hable con su asesor fiscal converse (Version 1) GENERAL LANGUAGE Prima Cuota cuota 18 CONSUMERS UNION AUGUST

20 Crédito fiscal Crédito tributario crédito fiscal * Repagos Reembolsos reembolsos Reembolsos Devoluciones reembolsos Por adelantado Anticipado anticipado 19 CONSUMERS UNION AUGUST