Commercial Plan Member Satisfaction Jumps 10 Percentage Points

Member satisfaction has improved significantly among commercial health plans, JD Power’s 2021 commercial member health plan study found.

“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 of 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.”

The survey covered 35,000 members of 147 health plans. These plans served communities across the US in 22 regions of the country. The results reflect health plans’ member satisfaction performance in six areas including billing and payment, coverage and benefits, customer service, and provider choice.

The study named the health plans with the most points out of 1,000 for member satisfaction in 21 geographical regions. Out of all of these, the top five were Kaiser Foundation Health Plan in South Atlantic (791), Kaiser Foundation Health Plan in California (782), Cigna in Virginia (777), Humana in Florida (777), and Capital District Physicians’ Health Plan (774).

Overall, health plan satisfaction received a significant boost in 2021. The overall health plan satisfaction had only increased a single percentage point in 2019. The following year, health plan satisfaction saw a six percentage point increase. 

In the 2021 survey, health plan satisfaction jumped 10 percentage points. The members cited factors including cost improvements and communication. This trend toward better member satisfaction among employer-sponsored health plans has been marked in previous surveys as well.

Net promoter scores and member trust in their health plans also received a boost in the 2021 survey. The score rose seven percentage points in the past two years whereas the level of trust inched upward two percentage points over the same timeframe. 

Even with these improvements, many members reported that they did not engage with their health plans. Almost four in ten respondents (37 percent) stated that they had not engaged with their health plan. Older adults made up a large share of this population.

The 2020 survey demonstrated similar results, when most respondents stated that their private payer health plan did not send them coronavirus-related information. That lack of communication can impact members’ perceptions of trustworthiness.

The 2021 survey confirmed that members were significantly more engaged with telehealth than in previous years. In 2019, only one percent of members reported that they had accessed care through telehealth. In 2021, however, 36 percent of members said that they had used telehealth services.

However, the survey found that members were not only more connected to care through technology, but that more members also engaged with their health plans through digital interfaces. Almost a third of the respondents (32 percent) said that they had leveraged online sites, mobile apps, or text messages to connect with their health plans.

Some payers that emerged with strong member satisfaction ratings highlighted their coronavirus response efforts.

“It is an honor to be rated #1 by our commercial members in Florida and Texas for the second year in a row for both overall member satisfaction and across all six categories J.D. Power tracks,” Chris Hunter, president of Humana Group's military and specialty segment, said in a separate press release. 

“As always, and especially in the face of a global pandemic, our associates worked day in and day out to meet the needs of our members, employers and partners. Our efforts in Florida, Texas and around the country helped to provide even greater access to affordable COVID testing, treatment and other health care needs necessary to navigate the crisis to millions of consumers.”

Other payers emphasized their work to boost member education and telehealth services.

“Our members have made it clear that they want a health partner that is easy to work with, that helps guide them through what can be a very confusing and complex healthcare system, and that works overtime to help make quality care more affordable,” Allen J. Karp, executive vice president of health care management and transformation at Horizon Blue Cross Blue Shield of New Jersey, said in another press release after the payer ranked first in the state for member satisfaction.  

“From eliminating out-of-pocket costs for COVID testing and treatment to rapidly expanding access to telemedicine that connected them to the doctors they trust, the J.D. Power Award recognizes that Horizon was there for our members when they needed us most.”