The study surveyed 29,188 members of 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 jump by 20 points on average, while the lowest-performing plans dropped by 8 points.
The largest gaps between the highest and lowest performing plans were in helping members save time and money, ability to get health services when members want, and overall trust.
J.D. Power names the top-performing commercial health plan in 22 regions. Here are the top ranked plans for customer experience in 2024:
New York: Capital District Physicians’ Health Plan (659)
South Atlantic: Kaiser Foundation Health Plan (640)
Maryland: Kaiser Foundation Health Plan (631)
California: Kaiser Foundation Health Plan (630)
East South Central: Aetna (616)
Pennsylvania: UPMC Health Plan (612)
Michigan: Blue Cross Blue Shield of Michigan (600)
Illinois and Indiana: Blue Cross and Blue Shield of Illinois (593)
Virginia: Kaiser Foundation Health Plan (592)
Northeast: Anthem Blue Cross and Blue Shield Connecticut (591)
Ohio: Aetna (588)
Florida: AvMed (588)
Southwest: Blue Cross Blue Shield of Arizona (583)
Northwest: Kaiser Foundation Health Plan (582)
New Jersey: Horizon Blue Cross Blue Shield of New Jersey (581)
Texas: Cigna (581)
Mountain: SelectHealth (577)
Heartland: Blue Cross and Blue Shield of Nebraska (575)
Delaware, West Virginia and Washington, D.C.: Highmark Blue Cross Blue Shield Delaware (572)
Minnesota and Wisconsin: HealthPartners (571)
Massachusetts: Mass General Brigham Health Plan (570)
Colorado: Anthem Blue Cross and Blue Shield Colorado (554)
At the Becker's 5th Annual Fall Payer Issues Roundtable, taking place November 2–3 in Chicago, payer executives and healthcare leaders will come together to discuss value-based care, regulatory changes, cost management strategies and innovations shaping the future of payer-provider collaboration. Apply for complimentary registration now.