J.D. Power's lowest-ranked health plans for customer experience | 2024

Members' satisfaction with their commercial health plans has improved since last year, but the divide between the highest and lowest performing plans is getting bigger, according to J.D. Power's annual Commercial Member Health Plan Study published May 29. 

The study surveyed more than 29,000 members enrolled across 147 commercial health plans. Members were asked to rate plans on eight areas, including the accessibility of health services, digital channels and trustworthiness. 

The average rating for plans was 565 on a 1,000 point scale, up 3 points from 2023. The highest-performing plans saw their scores increase by 20 points on average, while the lowest-performing plans dropped by 8 points. 

J.D. Power names the highest and lowest-performing commercial health plans in 22 regions. Here are the lowest ranked plans for customer experience in 2024: 

Texas: UnitedHealthcare (568)

Maryland: Cigna (560) 

Florida: Cigna (557)

East South Central: BCBS Mississippi (547)
Alabama, Kentucky, Louisiana, Mississippi, Tennessee

Heartland: UnitedHealthcare (547)
Arkansas, Iowa, Kansas, Missouri, Nebraska, Oklahoma

New York: Highmark BCBS/Blue Shield (546) 

New Jersey: UnitedHealthcare (538)

Pennsylvania: Cigna (535)

Northwest: Cigna (534)
Oregon, Washington

Delaware-West Virginia-Washington, D.C.: UnitedHealthcare (533) 

South Atlantic: Cigna (531) 
Georgia, North Carolina, South Carolina

Southwest: Aetna (525)
Arizona, Nevada, New Mexico

Virginia: Cigna (525)

California: Centene (523) 

Mountain: Cigna (521)
Idaho, Montana, Utah, Wyoming

Minnesota-Wisconsin: Medica (517)

Northeast: UnitedHealthcare (514)
Connecticut, Maine, New Hampshire, Rhode Island, Vermont

Illinois-Indiana: UnitedHealthcare (500)

Massachusetts: Cigna (500) 

Colorado: Cigna (496)

Michigan: UnitedHealthcare (488)

Ohio: Cigna (473)

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