Health Insurance
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HEALTH INSURANCE
In today’s world of health insurance, members expect and demand a seamless service experience that is empowering yet rooted in compassion. ACSI has a proven track record of extracting insights that enable health insurance organizations to improve member satisfaction and strategically move forward.
At a glance:
Health Insurance
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Inaugural year:
2001
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Updated:
annually
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Most recent data:
2024
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Companies:
7 major companies, plus aggregate of smaller insurers
Satisfaction Benchmarks by Company
Health Insurance
| Anchor Link | Company | 2023 | 2024 | % CHANGE |
|---|---|---|---|---|
| Health Insurance | 76 | 76 | 0% | |
| #humana | Humana | 82 | 81 | -1% |
| #kaiser-permanente | Kaiser Permanente | 73 | 78 | 7% |
| #blue-cross-blue-shield | Blue Cross Blue Shield | 75 | 77 | 3% |
| #unitedhealth | United Health | 78 | 76 | -3% |
| #aetna-cvs-health | Aetna (CVS Health) | 77 | 75 | -3% |
| All Others | 78 | 75 | -4% | |
| #centene | Centene | 75 | 73 | -3% |
| #cigna | Cigna | 72 | 73 | 1% |
Customer Experience Benchmarks Year-Over-Year Industry Trends
Health Insurance
| Benchmarks | 2023 | 2024 |
|---|---|---|
| Quality of mobile app | 84 | 83 |
| Reliability of mobile app (minimal down time, crashes, lags) | 84 | 83 |
| Access to primary care doctors | 81 | 81 |
| Access to specialty care doctors and hospitals | 80 | 80 |
| Website satisfaction | 81 | 80 |
| Coverage of standard medical services (office visits, tests, procedures) | 79 | 79 |
| Prescription drug coverage | 78 | 78 |
| Ease of submitting a claim | 79 | 77 |
| Ease of understanding insurance statements | 77 | 77 |
| Range of plans available | 77 | 77 |
| Timeliness of claims processing | 78 | 77 |
| Call center satisfaction | 77 | 76 |
Industry averages are weighted by companies’ market shares.
2024 results based on data collected October 2023 – September 2024