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:
2022
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Companies:
7 major companies, plus aggregate of smaller insurers
Satisfaction Benchmarks by Company
Health Insurance
| First Hidden Column | Company | 2021 | 2022 | % Change |
|---|---|---|---|---|
| 0 | Health Insurance | 73 | 73 | 0% |
| 1 | Humana | 74 | 77 | 4% |
| 1 | UnitedHealth | 74 | 75 | 1% |
| 1 | Aetna (CVS Health) | 73 | 74 | 1% |
| 1 | Blue Cross Blue Shield | 75 | 73 | -3% |
| 1 | Kaiser Permanente | 75 | 73 | -3% |
| 1 | Centene | 72 | 72 | 0% |
| 1 | Cigna | 68 | 71 | 4% |
| 1 | All Others | 73 | 72 | -1% |
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.