July 15, 2020
Medicare Advantage Plans Struggle to Communicate Effectively with Members, J.D. Power Finds
TROY, Mich.–(BUSINESS WIRE)–Despite having a highly motivated customer base that is interested in searching for information about healthcare options, Medicare Advantage plans continue to miss the mark when it comes to effective communication with their members. According to the J.D. Power 2020 U.S. Medicare Advantage StudySM, released today, information and communication is a weakness for member satisfaction, which is driving a general lack of engagement among consumers and increases the likelihood of health plan members switching plans.
“Medicare Advantage plans are unique in the health insurance industry because they are highly consumer-driven,” said James Beem, managing director of global healthcare intelligence at J.D. Power. “Members can shop and switch plans much more freely than with other types of health insurance coverage, and they tend to take a proactive role in seeking information about the best options for their unique healthcare needs. Against this backdrop, Medicare Advantage plans have a huge opportunity to increase member satisfaction, trust and loyalty by providing them with more frequent and helpful information. Yet, few plans manage to get the communication formula right—a fact that has been amplified by COVID-19.”
Following are some of the key findings of the 2020 study:
Highmark ranks highest in Medicare Advantage plan overall satisfaction, with a score of 830. Kaiser Foundation Health Plan (829) ranks second and Humana (806) ranks third.
The study, now in its sixth year, measures member satisfaction with Medicare Advantage plans—also called Medicare Part C or Part D—based on six factors (in order of importance): coverage and benefits (29%); provider choice (17%); cost (15%); customer service (14%); information and communication (13%); and billing and payment (12%).
The 2020 Medicare Advantage Study is based on the responses of 3,314 members of Medicare Advantage plans across the United States. It was fielded from January through March 2020.
For more information about the 2020 Medicare Advantage Study, visit https://www.jdpower.com/business/resource/us-medicare-advantage-study.
To view the online press release, please visit http://www.jdpower.com/pr-id/2020068.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable J.D. Power to help its clients drive customer satisfaction, growth and profitability. Established in 1968, J.D. Power has offices serving North America, Asia Pacific and Europe.
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