Nevermind the presumably rough year for health insurance — including the implementation of Obamacare, fears over cancelled plans and increasing costs. Member satisfaction has increased significantly as plan administrators take a "customer-centric approach," according to the J.D. Power 2015 Member Health Plan Study released this week.
Overall member satisfaction averages 679, a 10 point improvement from 2014.
The increase in satisfaction is driven by improved performance across all factors, most notably in information and communication (a 17 point increase), which J.D. Power said is primarily a result of efforts among many of the health plans to "retool their approach by refining messaging, adjusting message frequency and upgrading their website."
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Meanwhile, customer service satisfaction increased by 11 points, driven partially by matching communication methods to member preferences, such as mobile and text. The report also said that overall member satisfaction is a whopping 108 points higher among members who have contacted their plan via mobile app at least once in the past 12 months than among those who haven't.
Perhaps most surprisingly, cost satisfaction increased by 13 points, with fewer members indicate having experienced an increase in their monthly premium, as well as a decline in overall out-of-pocket expenses for individuals and families.
"Health plans have come a long way since last year as the focus has shifted toward better serving member needs and building trust," said Rick Johnson, senior director of the health care practice at J.D. Power.
But he said there is still a lot of work to be done among carriers.
"Health plans need to take a more customer-centric approach and keep their members engaged through regular communications about programs and services available through their plan. When members perceive their plan as a trusted health partner, there is a positive impact on loyalty and advocacy."
The annual study measures satisfaction among members of 134 health plans in 18 regions throughout the United States by examining six key factors: coverage and benefits; provider choice; information and communication; claims processing; cost; and customer service. Satisfaction is calculated on a 1,000-point scale.
Health plan members in California have higher satisfaction levels with their plans compared to other parts of the country, the study found. California was closely followed by the Northwest region, Illinois and Indiana, Michigan and the Mountain region. Satisfaction was lowest among members in New England, the Southwest and the Minnesota-Wisconsin region.
As for which carriers have the highest member satisfaction, those were ranked regionally, not nationally, so they vary by state. Still, Kaiser Foundation Health Plan seemed to fare the best, ranking highest among health plans in California and Colorado for an eighth consecutive year; in the Mid–Atlantic region — which includes Maryland, Virginia and Washington, D.C. — for a seventh consecutive year, in the South Atlantic region—which includes Georgia, North Carolina and South Carolina — for a sixth consecutive year; and in the Northwest region — which includes Oregon and Washington — for a second consecutive year.
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