Disparity widening between top and bottom health plans

The quality of healthcare experiences for employees enrolled in commercial health insurance plans varies significantly depending on the insurer, according to the J.D. Power 2024 U.S. Commercial Member Health Plan Study. The study revealed a 79-point gap in customer satisfaction between the top-performing health plan and the bottom-ranked plan, with top insurers excelling in cost, access to care, and trust.

Kaiser Foundation Health Plan in the South Atlantic emerged as the highest-ranking plan, with other top performers including Anthem Blue Cross and Blue Shield in Colorado, Aetna, and Cigna. Overall satisfaction with commercial health plans increased by three points from the previous year, but the gap between top and bottom performers widened.

One major challenge identified across health plans was the digital customer experience, with satisfaction scores significantly lower than other service industry digital experiences. Additionally, the average wait time to see a specialist was reported as 22 days, with lower-performing health plans experiencing even longer wait times.

The study, based on responses from over 29,000 commercial health plan members, highlighted the importance of employer-sponsored health insurance as a key factor in the consumer healthcare experience. Christopher Lis, managing director at J.D. Power, expressed concern over the significant performance gap between health plans and emphasized the impact on access to care, cost, and digital tools.

As the healthcare industry continues to evolve, addressing customer satisfaction and improving communication with members, especially among younger generations and those with lower health status, will be crucial for health plans to enhance overall patient engagement and satisfaction.