Dive Brief:
- A survey released Monday from JD Power indicates member satisfaction with health plans has risen significantly as a result of customer-centric approaches to business.
- The JD Power 2015 Member Health Plan Study looked at satisfaction among the members of 134 different health plans in 18 regions across the US and considered six factors: coverage and benefits; provider choice; information and communication; claims processing; cost; and customer service.
- On a 1,000-point scale, the average level of customer satisfaction came in at 679, which is 10 points higher than the score for 2014. The study did not include data for health insurance obtained through Medicare or the ACA, which JD Power will study separately later this year.
Dive Insight:
The survey results indicate customer satisfaction was most markedly impacted by improvements in information and communication, due to insurers' refinements to their messaging and their websites.
Customer service satisfaction also increased, partly as a result of insurers' efforts to match communication tools to members' preferences.
Cost satisfaction also increased, with fewer members concerned about their premiums or out-of-pocket expenses.
"Health plans have come a long way since last year as the focus has shifted toward better serving member needs and building trust. However, there is still a lot of work to do," said Rick Johnson, senior director of the healthcare practice at JD Power, in a prepared statement.
"Health plans need to take a more customer-centric approach and keep their members engaged through regular communications about programs and services available through their plan," he says. "When members perceive their plan as a trusted health partner, there is a positive impact on loyalty and advocacy."
Want to read more? You may enjoy this story about 3 off-the-wall things insurers are doing to increase engagement.