Among key findings of the study:

Overall satisfaction holds steady. The national average satisfaction score for commercial health plans has remained steady for the past three years. For a second consecutive year, regional scores vary widely, from a high of 592 to a low of 527, indicating meaningful differences in how members experience service, communication and value across the country.
Cost concerns erode patient trust. Despite an industrywide push to improve member engagement, member perceptions of trust and partnership are not improving. Less than one-third of members say they feel their health plan is a trusted partner in their health and wellness, with many members describing experiences that appear more focused on cost management than on helping them navigate their health care.
Cost pressure is widespread. Overall member satisfaction drops significantly when premiums and deductible costs rise. More than half of commercial health plan members experienced a monthly premium increase this year, which contributed to a 116-point decline in satisfaction. One-third of members experienced an annual deductible cost increase, which drove a 111-point decline in satisfaction.
Claims resolution provides opportunities to differentiate. Timely claims resolution is one of the fastest ways to improve member satisfaction scores. Overall, 30% of members say they had either an excellent or perfect claims resolution experience. Satisfaction among members who experience an excellent claims resolution is 734, which is 120 points higher than among those who describe their claims resolution process as great (614) and 330 points higher than among those who describe their claims resolution process as good, just OK or poor (404).

Instant Insights /

Premium, deductible cost increases contribute to health plan satisfaction

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