According to the report, 25% of Medicare members log in to their insurer’s website multiple times a month, and 43% log in to their insurer’s mobile app at the same frequency.
The report analyzed 14 insurers’ mobile app home screens and navigation tools. It examined the layout, design and content of home screens and navigation menus, assessing them from the perspective of members looking for account information and resources. The report also examined the breadth and quality of home screen features, including links to pharmacy and provider locator tools, visual aids for plan details and spending summaries, claims centers, and promotional content. It also weighed visual and design elements such as carousels, tiles, expandable sections and customizable options.
Additionally, navigation menu types and structures such as navigation rows and secondary menus were analyzed to see how easy it is for members to access essential app areas without excessive scrolling or unnecessary taps. Insurers were then separated into categories: excellent, good, fair and poor.
Excellent
Anthem BCBS
Humana
UnitedHealthcare
Good
Aetna
BCBS Texas
Highmark BCBS
Kaiser Permanente
UPMC Health Plan
Fair
Alignment Healthcare
Cigna
Florida Blue
Wellcare
Poor
BCBS North Carolina
Tufts Health Plan
