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 2025 U.S. Healthcare Digital Experience Study.
Overall, the digital experience offered by health insurers is falling behind other industries. On a 1,000-point scale, commercial health plan apps scored 653 on average, while MA plans scored 597. In comparison, digital satisfaction in the wealth management industry was 794, property insurance was 700, and automotive finance was 672.
The study measured satisfaction across visual appeal; navigation; information/content; speed; and telehealth. The study included evaluations from 6,259 members of the 15 largest MA plans and 15 largest commercial plans from August through December 2024.
Commercial ranking:
Cigna Healthcare: 683
Kaiser Permanente: 680
Centene: 664
UnitedHealthcare: 663
GuideWell: 662
Premera Blue Cross: 659
Aetna: 658
Horizon BCBS: 652
Elevance Health: 651
Blue Shield of California: 644
BCBS Michigan: 639
BCBS Massachusetts: 630
Health Care Service Corp: 629
Highmark: 627
CareFirst BCBS: 620
Medicare Advantage ranking:
UPMC Health Plan: 687
UnitedHealthcare: 650
Cigna Healthcare: 644
BCBS Michigan: 643
Humana: 643
Aetna: 630
Kaiser Permanente: 627
Elevance Health: 622
Centene: 620
Highmark: 603
