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
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Inaugural year:
2001
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Updated:
annually
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Most recent data:
2021
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Companies:
7 major companies, plus aggregate of smaller insurers
Benchmarks by Industry
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.
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