J.D. Powers and Associates, well-known for its car reviews and ratings, has been studying consumer's satisfaction with their health plans.
Member Satisfaction Issues
In the most recent survey, the company measured member satisfaction among 131 health plans throughout the U.S. Health plan members were asked to rank their plans on several important issues: coverage and benefits; choice of providers; how well the plan communicates; claims processing; customer service; and approval processes.
The most recent study, completed in 2009, found that people working for small employers (50 employees or fewer) are less likely to be satisfied with their health plan than those working for larger companies.
And, people working for larger companies are more likely to re-enroll and recommend their health plan to coworkers and others, compared with health plan members working for small companies.
The Health Plans with the Highest Customer Satisfaction
According to the survey, the following health plans ranked highest in customer satisfaction: (note - listed in alphabetical order)
- Anthem Blue Cross and Blue Shield of Kentucky
- BlueCross and BlueShield of Alabama
- BlueCross BlueShield of Arizona
- BlueCross BlueShield of Florida
- BlueCross BlueShield of Illinois
- BlueCross BlueShield of Nebraska
- Dean Health Insurance
- Harvard Pilgrim Health Care
- Health Alliance Plan (HAP)
- Highmark Blue Cross Blue Shield
- HIP Health Plan of New York
- Kaiser Foundation Health Plan
- Medical Mutual of Ohio
Check out the complete list.
It's important to note that these ratings are based on feedback from customers and do not reflect an objective outside evaluation of the quality of care provided by health plans. The National Committee for Quality Assurance (NCQA) is a not-for-profit organization that reviews and accredits health plans. The NCQA "stamp of approval" is a reliable indicator that a health plan is well-managed and delivers high quality care and service.
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