UnitedHealthcare Vision, Dental Plans Lead in Customer Satisfaction

UnitedHealthcare’s vision and dental plans received the highest customer satisfaction scores in 2021, JD Power’s 2021 satisfaction reports found.

Vision and dental plan overall satisfaction levels dropped in 2020, but both have bounced back in 2021.

Vision plan satisfaction went from 760 points on a 1,000-point scale in 2020 to 769 points in 2021. This is due in part to an increase in utilization compared to last year. In the second half of 2021, the number of individuals who received vision services was five percent higher than in the second half of 2020.

JD Power’s vision plan satisfaction report gathered responses from more than 1,110 vision plan members between September and October 2021. The survey inquired about member satisfaction surrounding coverage, cost, communications, customer service, and reimbursement.

UnitedHealthcare Vision received the highest customer satisfaction score, reaching 825 points and ranking first in all five categories. Aetna Vision followed close behind with a score of 816 points and Davis Vision came in third with a score of 775 points.

Overall dental plan satisfaction rose as well, with help from a 48-point increase in claims and reimbursement satisfaction and customer service experience. Timeliness of reimbursement processes and problem resolution have increased each year, helping to boost satisfaction levels, the report stated.

The dental plan satisfaction report consisted of responses from over 1,200 dental plan members and measured satisfaction using the same categories as the vision plan survey.

UnitedHealthcare Dental had the highest ranking with a score of 806 points. The payer’s plan ranked first in four out of the five categories.

HumanaDental and Aetna Dental ranked second and third with respective scores of 793 points and 791 points, the report indicated.

UnitedHealthcare has taken several steps to improve its vision and dental plans in 2021. Vision plan benefits have helped increase access to comprehensive eye exams and prescription eyewear for children and adults, according to a UnitedHealthcare press release that HealthPayerIntelligence.com received by email.

The payer has also introduced a virtual dental care service to help increase access to timely oral care.

In addition, UnitedHealthcare has taken an integrated approach that allows employers to combine medical benefits with specialty plans, like vision and dental plans. This creates a more simplified experience for members and may low premium costs, the payer said.

“Each individual, employer, and community we serve has unique healthcare needs, which requires a commitment from our entire organization to deliver great products at a fair price, with superior customer service that promotes whole-person health,” Tom Wiffler, chief executive officer of UnitedHealthcare Specialty Benefits, said in an emailed statement.

“UnitedHealthcare brings a local-market focus and national resources that enables us to meet the oral and eye health needs and enhance the overall well-being of the more than 23 million people enrolled in our vision plans and over 23 million individuals in our dental plans.”

In the early months of the coronavirus pandemic, the payer expanded access to vision care by allowing members to browse and purchase eyewear remotely.

Additionally, in November 2020, UnitedHealthcare expanded its Children’s Eye Care Program to offer additional benefits to dependents under the age of 19, following increased screen time from remote learning. The benefits included standard and premium anti-reflective coating on eyewear for no cost in order to reduce exposure to blue light.