Medicare Advantage plans are getting high marks from customers, according to a new study from J.D. Power. The study found that Medicare Advantage plans have a customer satisfaction score of 652 out of 1,000. This is 87 points higher than the score for commercial health plans.
The study looked at eight factors that affect customer satisfaction. These include the level of trust, the ability to get health services when needed, and the ease of doing business. The study also looked at the quality of representatives and call center agents, problem resolution, and digital channels.
The study found that the most important factors driving customer satisfaction are ease of finding care, low out-of-pocket costs, and provider choice. “The study shows that regional Medicare Advantage plans, on average, are outperforming commercial member health plans in overall customer satisfaction, and it is important to understand why,” said Christopher Lis, managing director of global healthcare intelligence at J.D. Power. Lis said that the higher satisfaction levels can be attributed to several key drivers.
These include preferred in-network doctors, adequate prescription drug coverage, in-network hospitals and facilities, previous experience with a health plan, and the existence of a copay. The study also found that regional plans often outperform national health plans in terms of customer satisfaction.
High satisfaction with Medicare Advantage
The top-performing regional Medicare Advantage plans include UPMC For Life, Highmark Blue Cross Blue Shield, Independence Blue Cross, Geisinger Gold, and Priority Health Medicare. Kaiser Permanente ranks highest in overall customer satisfaction with Medicare Advantage plans in California. Alignment Health Plan and SCAN Health Plan follow closely.
UnitedHealthcare leads in Florida, Georgia, Illinois, and North Carolina. Anthem Blue Cross and Blue Shield ranks highest in Ohio, and UPMC For Life tops Pennsylvania. Despite the high marks from customers, Medicare Advantage plans have faced some challenges recently.
Some providers are opting to cut ties with Medicare Advantage plans due to delays in prior authorization and claims payments. However, Medicare Advantage remains profitable, with gross margins per enrollee averaging $1,982 by the end of 2023. As the 2025 Medicare open enrollment period approaches, experts say there are several important factors that Medicare-eligible seniors should consider when evaluating health insurance options.
“Current health status, access to preferred doctors and facilities, access to healthcare in specific regions, and out-of-pocket costs are key variables that can significantly impact the customer experience with Medicare Advantage plans,” said Caitlin Moling, senior director of global healthcare intelligence at J.D. Power. The study is based on the responses of 10,718 members of Medicare Advantage plans across ten U.S. regions. It was fielded from January through June 2024.
- Kiplinger.”Medicare Advantage Plans Get High Marks from Customers”.
- HealthcareFinanceNews.”Consumers more satisfied with Medicare Advantage than commercial plans”.
- FierceHealthcare.”J.D. Power: MA beats commercial plans on consumer satisfaction”.