CareFirst BlueCross BlueShield is the top-performing insurer for customer experience in 2025, according to a report from Forrester.
The research firm analyzed 16 insurers on their customer experience performance. The customer experience index, scored on a 100-point scale, is derived from customer survey responses. The metric rates customer’s responses on loyalty and quality of service from their insurer.
Customer experience scores have worsened over the past three years, according to Forrester. The report also noted there is little differentiation from the industry average between the highest and lowest scoring insurers.
Here’s how insurers compare on customer experience:
1. CareFirst BlueCross BlueShield: 70.9
2. Kaiser Permanente: 70.4
3. Florida Blue: 70.0
4. Humana: 68.1
5. Health Net: 67.0
T-6. Anthem Blue Cross and Blue Shield: 65.8
T-6. Highmark Blue Cross Blue Shield: 65.8
7. Blue Shield of California: 65.7
Industry average: 65.6
8. UnitedHealthcare: 65.6
9. Blue Cross and Blue Shield of Texas: 64.6
10. Blue Cross and Blue Shield of Illinois: 64.4
11. Blue Cross Blue Shield of Michigan: 64.3
12. Aetna: 64.1
13. Anthem Blue Cross: 62.1
14. Other Blue Cross: 60.9
15. Cigna: 60.8
