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Checkboxes for satisfaction Perceived value has the most important impact on satisfaction for the vast majority of the top 25 U.S. companies evaluated. (Image: Shutterstock)

The top 25 health insurance companies are competing fiercely for high member satisfaction scores, with UnitedHealth, Humana and Kaiser Foundation Health Plan earning top honors in the new Health Insurance Edition of the Verint Experience Index (VXI). The difference between customer satisfaction scores from highest to lowest was just under nine points out of a possible 100 — suggesting that all insurers included in the survey are performing at elevated levels.

Verint, known as The Customer Engagement Company™, surveyed more than 6,000 health insurance members in June and July 2021 about their health insurance plans in an effort to determine which companies are providing the best experience — and thereby boosting trust, recommendations and renewals. The report shows what drives member satisfaction, with perceived value having the most important impact on satisfaction for the vast majority of the top 25 U.S. companies evaluated. Other impacts to member satisfaction varied across the board, including enrollment, services, provider availability, digital experience, and claims.

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