Cigna Healthcare leads members to satisfy the digital experience among business health plans, while the UPMC health plan ranks the highest among Medicare Advantage plans, according to a new report.
The JD Power US Healthcare Digital Experience study follows satisfaction through five factors in order of importance: visual attraction, navigation, information / content, speed and telehealth. It is based on the responses of 6,259 members in 15 of the largest Medicare Advantage plans and 15 of the largest business health plans.
For commercial plans, Cigna Healthcare obtained a score of 683 on a scale of 1,000 points, followed by the Kaiser Foundation Health Plan (680) and Centene (664). Carefirst arrived last with a score of 620 points.
Among the plans of Medicare Advantage, UPMC Health Plan had a score of 687 points, while Unitedhealthcare arrived second with 650 and Cigna Healthcare arrived third with 644. Highmark ranked last with 603 points.
However, the report also revealed that health plans are delayed in terms of digital experiences compared to other industries. Customer satisfaction with regard to applications is 653 points out of 1,000 on average for commercial plans and 597 for Medicare Advantage plans, compared to 794 points for full service management companies, 700 points for real estate insurers and victims and 672 points for automotive financing companies.
In addition, digital experience affects how members see their health plans. Plans with satisfaction scores of 801 points or more, 58% of the members of the commercial plan are more likely to see their employer positively, and 85% of the members of Medicare Advantage certainly say to renew – more than double the loyalty observed with experiences with low score (500 or less).
The factor that has the greatest impact on digital satisfaction with regard to business health plans and Advantage Medicare plans is “ease of finding the necessary information”. When this need is satisfied, the overall satisfaction of the members increases by 83 points, but the health plans do not allow 39% of the time, depending on the report.
JD Power also found that overall satisfaction is the highest among those who use the mobile application of the health plan (636 points) compared to a website (607 points) or a phone (607 points).
“Many daily interactions with service providers are successfully managed numerically, which has resulted in continuously higher customer expectations for world -class digital experience,” said Eric McCready, director of digital solutions at JD Power, in a press release. “However, health insurance providers have a lot of work to do to fill the gap with other industries. The most important factors stimulating members’s satisfaction with mobile applications and websites include the ease of finding the information they need; providing clear explanations of franchises and expenditure outside the pocket; and by offering intuitive navigation elements. Many plans are simply not delivered on these bases. ”
Thai Noipho, Getty Images