How bad is the customer experience from health plan providers? The same as what you get from an Internet service provider, according to the 2013 Temkin Experience Ratings. Put another way, health plan providers have the second-lowest rating across 19 industries.

The ratings are based on the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. The survey measures customer satisfaction based on:

  • Functional – can customers do what they want to do;
  • Accessible – ease of working with the company;
  • Emotional – how customers feel about their interactions with the company.

It might sound pretty bad when the only industry doing worse is the TV service provider industry, but customer service from health plan providers has actually improved over the past three years from an average rating of 50.3 percent in 2011 to 54.8 percent this year. That said, there’s plenty of room for more improvement.

Continue on to see how plan providers ranked.

1. TriCare

Ranking: 78/246

Experience rating: 71 percent

Change from 2012: +12

TriCare had the largest improvement with a 12-point jump. The insurer also earned top marks for functional and emotional experience.


2. Kaiser Permanente

Ranking: 123/246

Experience rating: 65 percent

Change from 2012: -3

Kaiser had the highest rating in the accessible category for the industry.


3. Coventry Health Care

Ranking: 182/246

Experience rating: 59 percent

Change from 2012: N/A

The Temkin Group noted that the No. 3 provider has a somewhat below average functional rating, yet strong accessible and emotional ratings.

 

Logos sourced from the plan provider’s website.

4. Medicare

Ranking: 191/246

Experience rating: 58 percent

Change from 2012: +2


5. Anthem

Ranking: 203/246

Experience rating: 56 percent

Change from 2012: +8

Anthem had the second-highest improvement with an eight-point gain.


6. Aetna

Ranking: 213/246

Experience rating: 54 percent

Change from 2012: -1


7. United Healthcare

Ranking: 213/246

Experience rating: 54 percent

Change from 2012: -1

 

Logos sourced from the plan provider’s website.

8. CIGNA

Ranking: 222/246

Experience rating: 53 percent

Change from 2012: +3

CIGNA and CareFirst (No. 10) both earned the lowest emotional ratings.


9. Humana

Ranking: 232/246

Experience rating: 51 percent

Change from 2012: -2


10.  CareFirst

Ranking: 232/246

Experience rating: 51 percent

Change from 2012: N/A

CareFirst is one of three providers that tied for the lowest functional component.

 

11. Blue Shield of California

Ranking: 232/246

Experience rating: 51 percent

Change from 2012: None

 

Logos sourced from the plan provider’s website.

12. Health Net

Ranking: 232/246

Experience rating: 51 percent

Change from 2012: +6

Health Net and Empire (No. 15) tied with CareFirst for the lowest functional component.


13. Highmark (BCBS)

Ranking:  239/246

Experience rating: 50 percent

Change from 2012: +7

Highmark had the third-highest improvement with a seven-point gain.


14. Medicaid

Ranking: 239/246

Experience rating: 50 percent

Change from 2012: +3

Medicaid had the lowest marks for the accessible component.


15. Empire (BCBS)

Ranking: 242/246

Experience rating: 49 percent

Change from 2012: -2

Thirteen out of 15 health insurers have scores considered “poor.” Empire was the only company with a “very poor” rating.

 

Logos sourced from the plan provider’s website.