Cigna Healthcare offers the best digital experience to commercial members, while UPMC Health Plan provides the best experience to Medicare Advantage enrollees, according to J.D. Power’s 2026 U.S. Healthcare Digital Experience Study. Both plans topped their respective segments in last year’s ranking as well.
Overall, the segment average for commercial plan digital experience is 658 on a 1,000-point scale. For MA, the segment average is 645. Both figures represent an improvement over the 2025 study, which recorded averages of 653 for commercial plans and 597 for Medicare Advantage.
The study measured satisfaction across visual appeal; navigation; information/content; speed; and telehealth. The 2026 study included evaluations from 7,687 members of the 17 largest MA plans and 16 largest commercial plans, fielded from August through December 2025.
Commercial ranking:
Cigna Healthcare: 684
Premera Blue Cross: 682
UnitedHealthcare: 672
BCBS North Carolina: 662
Centene: 662
BCBS Michigan: 661
GuideWell: 659
HCSC: 654
BCBS Massachusetts: 652
Kaiser Permanente: 652
Aetna: 648
Elevance Health: 648
Highmark: 644
Blue Shield of California: 641
CareFirst BCBS: 613
Horizon BCBS of New Jersey: 605
Medicare Advantage ranking:
UPMC Health Plan: 676
Healthfirst: 671
Devoted Health: 665
UnitedHealthcare: 665
Kaiser Permanente: 650
Humana: 649
BCBS Michigan: 639
Elevance Health: 637
Priority Health: 625
Aetna: 617
Highmark: 615
Centene: 605
Cigna Healthcare: 604
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.
