UnitedHealthcare offers the best desktop digital experience among major insurers, and Anthem BCBS plans offer the best mobile app experience, according to new research from Corporate Insight shared with Becker's.
Corporate Insight's "2024 Health Plan Experience Benchmarks," published Sept. 10, evaluated 23 payers across 240 desktop and mobile functions. The reports identify overall health plan leaders on each platform, as well as top experiences across eight key categories: claims, coverage & health information, design & navigation, digital care tools, health & wellness resources, prescriptions & pharmacy, profile & settings, and support.
Each report also consisted of 31 subcategories and 120 attributes covering functionality, design, navigation and usability. Websites and mobile apps received scores on a scale of 1-100.
Best website experience:
1. UnitedHealthcare: 82
T-2. Aetna: 78
T-2. Anthem BCBS: 78
Best mobile experience:
1. Anthem BCBS: 77
2. UnitedHealthcare: 74
3. Independence Blue Cross: 71