CIGNA Healthcare leads the satisfaction of members with the digital experience between commercial health plans, while UPMC Health Plan occupies the greatest place among Medicare’s advantage plans, according to a new report.
The study of the JD Power Power Us Healthcare Digital Experience study traces the satisfaction of five factors in order of importance: visual attraction, navigation, information/content, speed and telesalud. It is based on responses of 6,259 members in 15 of the largest plans of Medicare Advantage and 15 of the largest commercial health plans.
For commercial plans, Cigna Healthcare achieved a 683 score on a 1,000 -point scale, followed by Kaiser Foundation Health Plan (680) and Pentene (664). Carfirst reached the last with a 620 -point score.
Among the plans of Medicare Advantage, UPMC Health Plan had a 687 points score, while Unitedhealthcare was second with 650 and Cigna Healthcare was in third place with 644. Highmark occupied the last place with 603 points.
However, the report also found that health plans are staying behind when it comes to digital experiences compared to other industries. Customer satisfaction with apps is 653 points of 1,000 on average for commercial plans and 597 for Medicare Advantage plans, compared to 794 points for full service assets management companies, 700 points for property and victims insurers and 672 points for automotive.
In addition, digital experience affects the way members see their health plans. O Plans with satisfaction scores of 801 points or more, 58% or the members of the commercial plan are more likely to see their employer positively, and 85% of the members of the advantage of medicine say they will define the loyalty seen
The factor that has the greatest impact on digital satisfaction with commercial health plans and Medicare Advantage plans is the “ease of finding the necessary information.” When the need is with, the general satisfaction of the members increases by 83 points, but the health plans cannot provide 39% of the time, in accordance with the report.
JD Power also discovered that general satisfaction is higher among those who use the mobile application of the health plan (636 points) versus a website (607 points) or telephone (607 points).
“Many daily interactions with service suppliers are digitally managed, resulting in continuously higher customers for a world -class digital experience,” said Eric McCready, director of digital solutions at JD Power, in AAAAAAAAAAAAAAAAAEA. “However, health insurance suppliers have a lot of work to do to close the gap to other industries. The most important factors that drive the satisfaction of members with mobile websites and websites include facilitating the search for the information they need and deduction out of pure or deduction; navigation elements.
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