Payers with the best telehealth services in 2023, per J.D. Power

Among the major payers, customers are most satisfied with the telehealth offerings from UnitedHealthcare and Kaiser Permanente, according to the "J.D. Power 2023 U.S. Telehealth Satisfaction Study."

The study was released Sept. 28 and measures customer satisfaction with telehealth service experience based on customer service, consultation, enrollment, and billing and payment. The study collected responses in June and July from 5,424 members who used a telehealth service within the past year. 2022 results, which saw Aetna and Humana with the top scores, are here.

Payers ranked by customer telehealth satisfaction:
*Based on a 1,000-point scale

  1. UnitedHealthcare (702)
  2. Kaiser (701)
  3. Humana (695)
  4. Florida Blue (694)
  5. Molina (693)
  6. Cigna (689)
  7. BCBS Michigan (682)
  8. BCBS Illinois (680)
  9. BCBS Texas (679)
  10. Aetna (678)
  11. Anthem Blue Cross (677)

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