

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
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.