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.
The top five providers in overall customer service were:
- HealthPartners, Inc.
- Gundersen Lutheran Health System Inc.
- Cambia Health Solutions, Inc.
- Health Plan of the Upper Ohio Valley
- University of Pittsburgh Medical Center
The bottom five companies (the first listed received the lowest customer service score) were:
- Universal Health Care Group, Inc.
- Health Net, Inc.
- UnitedHealth Group, Inc.
- WellCare Health Plans, Inc.
- Munich American Holding Corporation
Overall, HealthPocket found, more than 15 percent of the Medicare Advantage companies examined failed to meet the government standards for customer service through a call center.
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Dan Cook
Dan Cook is a journalist and communications consultant based in Portland, OR. During his journalism career he has been a reporter and editor for a variety of media companies, including American Lawyer Media, BusinessWeek, Newhouse Newspapers, Knight-Ridder, Time Inc., and Reuters. He specializes in health care and insurance related coverage for BenefitsPRO.
