United Healthcare and Humana are the top health insurance providers when it comes to satisfaction rankings.
That’s according to recent research from Verint, which surveyed 6,336 health insurance members from June to July this year for its “Verint Experience Index: Health Insurance (2021).”
The report found United Healthcare was the top insurer, with a satisfaction (SAT) score of 84.1. However, the top 10 insurers all ranked fairly close to each other. Humana came in second with a SAT score of 83.4, followed by Kaiser Foundation Health Plan with a SAT score of 82.8.
The report authors place their findings in the context of the COVID-19 pandemic. Among survey respondents, they note, perceived value was the most important factor when rating providers.
“The global pandemic has created new challenges for health insurance companies, from the contact center’s need to tackle new processes and procedures like COVID-19 prevention, testing and treatment information to financial pressures,” Kevin Daly, global vice president and general manager, experience management, at Verint, said in a statement. “And health insurers had to adapt and act quickly in a constantly changing world.”
Members looked at several factors when rating insurers, including enrollment, services, provider availability, digital experience and claims. Members wanted the fastest and easiest ways to connect with their insurer, but they were divided on the best method to do so. And what is fastest and easiest differed across generations in the survey––31% of baby boomers wanted to use the website, while 31% of Gen Z wanted to call.
Insurers that offered telehealth also had a 12% higher trust score compared to providers that do not provide telehealth coverage.
When it came to selecting a policy, members agreed benefits, copayments, and in-network providers were the most important factors. In contrast, cost comparison and mental health coverage were less important to members as a whole, but were more important among Gen Z members. In fact, cost transparency was 116% more important to Gen Z than the average member, while mental health coverage was 281% more important.
“Our research shows that the top health insurance companies delivered great member experiences across channels,” Daly said. “What’s more, the report shows what members want out of their experience and when and how they choose to engage with the company.”