These results align with an earlier J.D. Power survey:

Satisfaction varies widely across plans and regions. The national average satisfaction score for commercial health plans is 563 (on a 1,000-point scale), but regional scores range from a high of 594 to a low of 523. This indicates meaningful differences in how members experience service, communication and value across the country.
Member experience drives loyalty and employer decisions. Two in 10 employers cite low employee satisfaction as a top reason for switching health plans. Plans that invest in better engagement, education and service stand to gain both members and employer clients.
Benefit understanding fuels better outcomes. Members who understand their out-of-pocket costs and out-of-network coverage have higher satisfaction and fewer issues such as denials and inaccessible care. Conversely, among members who say they do not completely understand their out-of-network benefits, nearly half had a claim denied, and 56% said their choice of network doctors was not available.

A Nayya study found that many programs are underused and undervalued, despite a nearly $3 trillion investment by employers. Nearly three-quarters of employees stay with the same benefits choices year after year. Even after major life changes, including health diagnoses and salary shifts, employees tend to leave valuable savings and protections on the table. Only 14% of the employees who do make changes to their benefits each year actively seek new benefits options.

Instant Insights /

Employee benefits understanding jumps to 80%, yet satisfaction hits a new low

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