Medicare Advantage satisfaction high, but opportunities remain

Medicare Advantage members continue to be highly satisfied overall, but believe the plans still have significant room for improvement when it comes to information and communication, coordination of care, and cost controls, according to the J.D. Power 2018 Medicare Advantage Study.

J.D. Power polled 3,442 members of Medicare Advantage plans across the U.S. and found that overall customer satisfaction with the plans is 794 on a 1,000-point scale. The overall score is based on six factors: coverage and benefits (26 percent); customer service (19 percent); claims processing (14 percent); cost (14 percent); provider choice (15 percent); and information and communication (13 percent).

The plans’ overall score for 2018 is down a nominal 5 points from 2017, even as enrollment levels in these plans rose 7.6 percent from last year. While that kind of surge can put a strain on member satisfaction, the plans have managed to maintain comparatively high overall satisfaction scores, says Valerie Monet, senior director of the insurance practice at J.D. Power.