UnitedHealth, the Medicare Advantage provider with the most enrolled members of any company serving more than one state, ranked near the bottom of 30 multi-state providers in call center customer service in 2013.
That was among the findings in a HealthPocket analysis of government data on Medicare Advantage call center customer service. HealthPocket, a free website that compares and ranks health insurance plans, studied several major customer service categories tracked by the government: overall call center customer service, dropped calls, on-hold time and accuracy of information received.
“Three of the five lowest scoring companies (Health Net, UnitedHealth, and WellCare) are well-known brands in the Medicare Advantage market serving multiple states,” HealthPocket researchers said in its report. “In fact, UnitedHealth had the greatest total enrollment by firm in the 2013 Medicare Advantage market.”
HealthPocket noted that the top five ranked on overall customer service “are regional brands with lower brand recognition nationally.” Meantime, several of those who received poor scores were well-known national brands.