The study examines member satisfaction for 168 health plans in 22 U.S. regions. The analysis considers six factors: coverage and benefits; provider network; communication; claims processing; premiums; and customer service.
A payer’s ability to help members navigate providers was associated with significant improvement in policyholder satisfaction. Other factors contributing to consumer satisfaction included health plans using an integrated delivery system and offering lower-cost narrow network options.
J.D. Power’s survey uncovered mixed results when analyzing policyholder satisfaction in payer-provider alliances.
Here are the No. 1 plans in overall member satisfaction in each of the 22 regions.
1. California — Kaiser Foundation Health Plan
2. Colorado — Kaiser Foundation Health Plan
3. Delaware/West Virginia/Washington, D.C. — Highmark BlueCross BlueShield Delaware
4. East South Central — BlueCross BlueShield of Tennessee
5. Florida — AvMed
6. Heartland — Wellmark BlueCross Blue Shield of Iowa
7. Illinois-Indiana — Health Alliance Medical Plans
8. Maryland — Kaiser Foundation Health Plan
9. Massachusetts — BlueCross BlueShield of Massachusetts
10. Michigan — Health Alliance Plan of Michigan
11. Minnesota-Wisconsin — Unity Health Plans
12. Mountain — Select Health
13. New Jersey — Horizon BlueCross BlueShield
14. New York — Capital District Physicians Health Plan
15. Northeast — BlueCross BlueShield of Vermont
16. Northwest — Kaiser Foundation Health Plan
17. Ohio — Medical Mutual of Ohio
18. Pennsylvania — UPMC Health Plan
19. South Atlantic — Kaiser Foundation Health Plan
20. Southwest — BlueCross BlueShield of Arizona
21. Texas — Regional Average
22. Virginia — Kaiser Foundation Health Plan
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