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Customer Satisfaction – How Does Your Health Plan Rank?

By February 10, 2010

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.

Size Matters
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
  • Humana
  • 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.

Please leave a comment below or in the Health Insurance Forum.

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Photo © robynmac/istockphoto

Comments
February 12, 2010 at 2:54 pm
(1) AMH in Ohio says:

I think it is also important to talk to your friends and family about their experiences and satisfaction with the health insurance that they own.

February 13, 2010 at 4:49 pm
(2) InsuranceDog says:

I have been looking at your posts on about and you have lots of useful content…

Insurance is without question difficult to understand and people must be thorough and read every detail. It can be difficult to find websites you can believe, and it is nice for most people, and me, to find find correct information. Annoyed by the lack of “accurate” information, I began InsuranceWatch.org – a blog that looks for good tips, web sites and other resources on all varieties of insurance.

I will be adding your blog to my resources & links page on my blog. If that is acceptable? If not, simply visit my website and email me (use my contact us form) to have the link taken down.

February 14, 2010 at 12:50 pm
(3) Mike Bihari says:

Thanks InsuranceDog:
I agree that insurance, especially health insurance can be complicated and often frustrating. The more accurate and easy-to-understand information out there, the better!
Mike

February 19, 2010 at 2:38 pm
(4) customer ratings says:

You’re right, figuring out which health plan best fits your needs is a hassle. No one want to pick the wrong plan for them. That’s why costumer reviews is very important. It gives you a little bit more reassurance, and you’ll know what you’re getting yourself into.

February 19, 2010 at 2:38 pm
(5) Goose says:

You’re right, figuring out which health plan best fits your needs is a hassle. No one wants to pick the wrong plan for them. That’s why costumer reviews is very important. It gives you a little bit more reassurance, and you’ll know what you’re getting yourself into.

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