Health Insurance
Learn where to allocate resources to meet member needs
Obtain gold-standard benchmarks and predictive insights for a dynamic industry. Become a client today.
HEALTH INSURANCE
In today’s world of health insurance, members expect and demand a seamless service experience that is empowering yet rooted in compassion. ACSI has a proven track record of extracting insights that enable health insurance organizations to improve member satisfaction and strategically move forward.
At a glance:
Health Insurance
-
Inaugural year:
2001
-
Updated:
annually
-
Most recent data:
2023
-
Companies:
7 major companies, plus aggregate of smaller insurers
Satisfaction Benchmarks by Company
Health Insurance
| Company | 2022 | 2023 | % CHANGE |
|---|---|---|---|
| Health Insurance | 73 | 76 | 4% |
| Humana | 77 | 82 | 6% |
| All Others | 72 | 78 | 8% |
| United Health | 75 | 78 | 4% |
| Aetna (CVS Health) | 74 | 77 | 4% |
| Blue Cross Blue Shield | 73 | 75 | 3% |
| Centene | 72 | 75 | 4% |
| Kaiser Permanente | 73 | 73 | 0% |
| Cigna | 71 | 72 | 1% |
Customer Experience Benchmarks Year-Over-Year Industry Trends
Health Insurance
| Benchmarks | 2022 | 2023 |
|---|---|---|
| Quality of mobile app | 80 | 84 |
| Reliability of mobile app (minimal down time, crashes, lags) | 80 | 84 |
| Access to primary care doctors | 77 | 81 |
| Website satisfaction | 77 | 81 |
| Access to specialty care doctors and hospitals | 76 | 80 |
| Coverage of standard medical services (office visits, tests, procedures) | 76 | 79 |
| Ease of submitting a claim | 75 | 79 |
| Prescription drug coverage | 76 | 78 |
| Timeliness of claims processing | 74 | 78 |
| Call center satisfaction | 73 | 77 |
| Ease of understanding insurance statements | 74 | 77 |
| Range of plans available | 73 | 77 |
Industry averages are weighted by companies’ market shares.
2023 results based on data collected October 2022 – September 2023