Verint Releases Report Ranking Health Insurers Customer Satisfaction Scores

It’s not an easy time to be a health insurance company. The global COVID-19 pandemic has turned healthcare on its ear, shuffling more elective procedures and doctor’s visits to the bottom of the pile and moving more urgent treatments to the top. Some health insurance companies have weathered the storm better than others when it comes to customer satisfaction.

A recent study conducted by Verint (News - Alert) measured the customer satisfaction (CSAT) scores for the nation’s top 25 health insurers. “The Verint Experience Index: Health Insurance 2021” report surveyed health insurance members from June through July 2021.

And the winner is? United Healthcare

United HealthCare ranked first with a SAT score of 84.1 (out of a possible 100). Humana came in second with 83.4 while Kaiser Foundation Health Plan came in third with 82.8. The report shows what drives member satisfaction, with perceived value having the most important impact on satisfaction for the vast majority of the top 25 U.S. health insurers evaluated. Other impacts to member satisfaction varied across the board, including enrollment, services, provider availability, digital experience, and claims.

The report found that health insurance subscribers prefer the “fastest” and “easiest” ways to connect with their insurer — but they can’t agree on which channels best provide this. The division doesn’t necessarily fall along generational splits; 31 percent of Baby Boomers want to use the website while 31 percent of Gen Z want to call.

One notable detail in the report includes the popularity of telehealth, particularly during the COVID pandemic. Insurance providers that cover telehealth had a 12 percent higher trust score from their members than providers who do not provide telehealth coverage.

“The global pandemic has created new challenges for health insurance companies, from the contact center’s need to tackle new processes and procedures like COVID-19 prevention, testing and treatment information to financial pressures. And health insurers had to adapt and act quickly in a constantly changing world,” says Verint’s Kevin Daly, global vice president and GM, Experience Management. “Our research shows that the top health insurance companies delivered great member experiences across channels. What’s more, the report shows what members want out of their experience and when and how they choose to engage with the company.”

Edited by Luke Bellos