BCBS' customer satisfaction among lowest in industry, survey finds

Customer satisfaction with commercial health insurers has stagnated after two years of improvement, according to ACSI's Finance and Insurance Report 2018.

Here are five findings from the report:

1. Blue Cross and Blue Shield had the lowest customer satisfaction score among payers represented in the survey, with a score of 70 out of 100. The survey, administered between October 2017 and September 2018, is based on interviews with 25,555 customers.

2. "Health insurance is complicated and controversial, making it by far the most problematic and least satisfying category in the sector," David VanAmburg, managing director at the ACSI, said in a news release.

3. Cigna, which is slated to take over pharmacy benefits manager Express Scripts by the end of 2018, saw the largest gains in customer satisfaction. The health insurer had the lowest complaint rate in the industry and saw its score climb 11 percent to an industry average of 73 out of 100.

4. Humana and Kaiser Permanente tied for first place; however, both health insurers saw their customer satisfaction scores drop 1 percent to 78. Aetna scored a 75, while UnitedHealth scored 73.

5. "While the healthcare industry shows improvement in access to primary care doctors, it's seriously lacking in website satisfaction, where it's down 3 percent to 76, and in call center satisfaction, where the industry plummets 5 percent to 71," according to ACSI.

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