Which Health Plans Take the Lead in Member Digital Experience?

Cigna Healthcare leads in member satisfaction with digital expertise amongst business well being plans, whereas UPMC Well being Plan ranks highest amongst Medicare Benefit plans, in keeping with a brand new report.

The J.D. Energy U.S. Healthcare Digital Expertise Research tracks satisfaction throughout 5 components so as of significance: visible attraction, navigation, data/content material, velocity and telehealth. It’s based mostly on responses from 6,259 members throughout 15 of the biggest Medicare Benefit plans and 15 of the biggest business well being plans.

For business plans, Cigna Healthcare achieved a rating of 683 on a 1,000-point scale, adopted by Kaiser Basis Well being Plan (680) and Centene (664). CareFirst got here in final with a rating of 620 factors.

Amongst Medicare Benefit plans, UPMC Well being Plan had a rating of 687 factors, whereas UnitedHealthcare got here in second with 650 and Cigna Healthcare got here in third with 644. Highmark ranked final with 603 factors.

Nonetheless, the report additionally discovered that well being plans are falling behind in the case of digital experiences in comparison with different industries. Buyer satisfaction with apps is 653 factors out of 1,000 on common for business plans and 597 for Medicare Benefit plans, versus 794 factors for full-service wealth administration firms, 700 factors for property and casualty insurers and 672 factors for automotive finance firms.

As well as, digital expertise impacts how members view their well being plans. Of plans with satisfaction scores of 801 factors or above, 58% of economic plan members usually tend to view their employer positively, and 85% of Medicare Benefit members say they’ll undoubtedly renew — greater than twice the loyalty seen with low-scoring experiences (500 or under).

The issue that has the largest affect on digital satisfaction with business well being plans and Medicare Benefit plans is the “ease of discovering data wanted.” When that want is met, general member satisfaction will increase by 83 factors, however well being plans fail to offer that 39% of the time, in keeping with the report.

J.D. Energy additionally discovered that general satisfaction is highest amongst those that use the well being plan’s cellular app (636 factors) versus an internet site (607 factors) or cellphone (607 factors).

“So many each day interactions with service suppliers are efficiently managed digitally, leading to regularly larger buyer expectations for a world-class digital expertise,” stated Eric McCready, director of digital options at J.D. Energy, in a press release. “Nonetheless, medical health insurance suppliers have a number of work to do to shut the hole to different industries. A very powerful components driving member satisfaction with cellular apps and web sites embody making it straightforward to seek out the data they want; offering clear explanations of deductibles and out-of-pocket spending; and providing intuitive navigational parts. Many plans are merely not delivering on these fundamentals.”

Thai Noipho, Getty Photographs