Health Plans Deliver The Worst Customer Experience
February 20, 2012 5 Comments
This post examines the 13 health plans included in the 2012 Temkin Experience Ratings.
Kaiser Permanente was the top rated health plan, the only plan to receive an “okay” rating, but it is only ranked 87th overall. TriCare, Medicare, Aetna, United Healthcare, Humana, Empire BCBS, Blue Shield of CA, and CIGNA all received “poor” ratings. Four plans received “very poor” ratings and are ranked in the bottom seven across all 18 industries: Highmark BCBS, Health Net, Medicaid, and Anthem BCBS.
The industry, however, experienced a modest two percentage point improvement between 2011 and 2012. Ten health plans were included in both the 2011 and 2012 Temkin Experience Ratings. Kaiser Permanente had a double-digit improvement in its score while five other plans increased their score by five or more points: Anthem BCBS, Aetna, United Healthcare, CIGNA, and Humana.
Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You can even purchase the underlying data if you want to get more access.
The bottom line: Health plans have a chronic case of poor customer experience