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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:

    2022

  • Companies:

    7 major companies, plus aggregate of smaller insurers

Satisfaction Benchmarks by Company

Health Insurance
Company 2021 2022 % Change
Health Insurance 73 73 0%
Humana 74 77 4%
UnitedHealth 74 75 1%
Aetna (CVS Health) 73 74 1%
Blue Cross Blue Shield 75 73 -3%
Kaiser Permanente 75 73 -3%
All Others 73 72 -1%
Centene 72 72 0%
Cigna 68 71 4%

Health Insurance Benchmarks

Customer Experience Benchmarks Year-Over-Year Industry Trends

Benchmarks 2021 2022
Quality of mobile app 79 80
Reliability of mobile app (minimal down time, crashes, lags) 79 80
Access to primary care doctors 77 77
Website satisfaction 77 77
Access to specialty care doctors and hospitals 76 76
Coverage of standard medical services (office visits, tests, procedures) 76 76
Prescription drug coverage 76 76
Ease of submitting a claim 75 75
Ease of understanding insurance statements 74 74
Timeliness of claims processing 74 74
Call center satisfaction 74 73
Range of plans available 74 73

Industry averages are weighted by companies’ market shares.

Connect With ACSI

Connect With ACSI

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