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)
