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Health Insurance

Learn where to allocate resources to meet member needs

Obtain gold-standard benchmarks and predictive insights for a dynamic industry.

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

  • Inaugural year:

    2001

  • Updated:

    annually

  • Most recent data:

    2021

  • Companies:

    7 major companies, plus aggregate of smaller insurers

Satisfaction Benchmarks by Company

Health Insurance
Company 2020 2021 % Change
Health Insurance 72 73 1.4%
Blue Cross and Blue Shield 72 75 4%
Kaiser Permanente 73 75 3%
Humana 75 74 -1%
UnitedHealth 72 74 3%
Aetna (CVS Health) 71 73 3%
All Others 73 73 0%
Centene NM 72 NA
Cigna 71 68 -4%

NM – Not measured  NA – Not available

Health Insurance Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2020 2021
Quality of mobile app 80 79
Reliability of mobile app (minimal down time, crashes, lags) 80 79
Access to primary care doctors 77 77
Website satisfaction 76 77
Access to specialty care doctors and hospitals 75 76
Coverage of standard medical services (office visits, tests, procedures) 75 76
Prescription drug coverage 76 76
Ease of submitting a claim 75 75
Call center satisfaction 73 74
Ease of understanding insurance statements 73 74
Range of plans available 74 74
Timeliness of claims processing 73 74

Industry averages are weighted by companies’ market shares.

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Connect With ACSI

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