Quality and reliability of mobile apps continue to lead the way for experience benchmarks in health insurance.
Humana paces the country's largest health insurers in customer satisfaction after climbing the rankings over the past year, according to the American Customer Satisfaction Index Insurance and Health Care Study 2021-2022.
The rankings are based on interviews with 12,841 customers between October 2021 and September 2022, with respondents evaluating their recent experiences with the companies.
After slotting behind leaders Blue Cross Blue Shield and Kaiser Permanente in 2021, Humana jumped to the top spot for 2022 with an index rating of 77 out of 100.
Cigna, meanwhile, was ranked lowest of the major insurers, though the company improved on its 2021 rating, from 68 to 71.
Health insurance as an industry saw no change in its customer satisfaction rating (73), which placed it 33 out of 47 industries measured.
The rankings of payers by customer satisfaction:
|3.||Aetna (CVS Health)||74||73|
|4.||Blue Cross Blue Shield||73||75|
*Scale is 0-100
The survey also revealed the most important experience benchmarks for customers when using products and services of companies.
Once again, quality of mobile apps and reliability of mobile apps were the highest-rated benchmarks at 80 apiece, building on their leading score of 79 from 2021. Those were followed by access to primary care doctors and website satisfaction, both rated 77 for the second consecutive year.
Of least importance to customers was call center satisfaction (73) and range of plans available (73).
A recent survey by Accenture found ease of navigation to be the number one factor in beneficiaries' consideration to switch insurers, with respondents identifying poor experiences with digital tools among the examples.
The report showed that while older generations mostly consider price, medical benefits, and network coverage when picking a payer, younger adults place a greater value on experience factors like customer service.
Jay Asser is an associate editor for HealthLeaders.