The 2021 Commercial Member Health Plan Study measures satisfaction among members of 147 health plans in 22 regions in the U.S. The study examines six key factors: billing and payment, cost, coverage and benefits, customer service, information and communication, and provider choice. The study is based on responses from more than 35,000 commercial health plan members. Kaiser Foundation Health Plans and Blue Cross and Blue Shield plans were among the highest-ranked health plans in most regions.
- New developments in US health care: Significantly increased telehealth utilization and greater adoption of digital communication channels have helped U.S. health plans meet member needs during the pandemic. According to the J.D. Power 2021 U.S. Commercial Member Health Plan Study, SM released today, 36% of privately insured health plan members in the United States accessed telehealth services, up from just 9% a year ago, contributing to a 10-point gain (on a 1,000-point scale) in overall member satisfaction.
- Impact: Telehealth utilization increased 27 percentage points over the past year, with 36% of U.S. health plan members saying they accessed telehealth services, up from just 9% a year ago. Digital contact with insurers also increased, with 32% of members saying they connected with their health plans via the web, mobile app, or text message in the past year. Overall satisfaction improved 10 points year over year, up from a 6-point increase in 2020 and a one-point increase in 2019. The year-over-year rise in satisfaction has been driven largely by significant improvement in cost, information, and communication scores.
- Hike in using virtual health services: A year ago, about 65% of Americans felt hesitant or doubtful about the quality of telehealth, and 56% did not believe it was possible to receive the same level of care as compared to in-person appointments. Now, almost 88% want to continue using telehealth for non-urgent consultations after COVID-19 has passed, while almost 80% say it’s possible to receive quality care.
- Boost up consumer satisfaction: “The past year has proven without a doubt that effective use of digital channels has the power to increase customer engagement, build trust and promote brand advocacy,” said James Beem, managing director, global healthcare intelligence at J.D. Power. “While many plans are showing tremendous progress by delivering for their members during a highly volatile and stressful period, they still have a long way to go when it comes to delivering consistently strong levels of customer engagement across all segments of their member populations.”
- Best Ones: Some of the best ones in the market who received the top 15 positions are Anthem Blue Cross, Capital District Physicians’ Health Plan, CareFirst, Cigna, Geisinger Health Plan, Humana, and many more.
