“Members still tend to be least satisfied with the information and communications they receive from their health plan — the third most important factor in overall satisfaction,” says Jim Dougherty, executive director of the health care practice at J.D. Power and Associates.
“Consequently, improving member communications can go a long way in driving higher levels of overall member satisfaction — particularly since only one-third of members say they fully understand how their health plans work,” he adds.
The research project, which covers more than 33,000 members in 131 plans across 17 regions, also found that individual and small-employer participants were less satisfied with their coverage than their counterparts at large and jumbo employers.
The satisfaction scores for individual policyholders and workers at small businesses came in at 694 and 692, respectively. Satisfaction scores for workers with large and jumbo plans were 717 and 725, respectively.
J.D. Power says, given the way the economic and legislative winds are blowing, insurers that can get better at small and individual plan satisfaction stand to benefit in the evolving marketplace.
“By more effectively managing the member experience for this growing segment of members, health plans could reap considerable financial benefits through increased retention and recommendations, and prepare themselves for the anticipated health care reform measures facing the industry, which are likely to drive additional enrollment among previously uncovered individuals and small employers,” Dougherty says.
Go online for more information on J.D. Power’s health plan survey.
Related coverage:
