Aetna Dental gets the highest customer satisfaction rankings of any insurer offering coverage of your teeth, according to J.D. Power’s 2023 U.S. Dental Plan Satisfaction Study.
In addition, consumers are much happier with dental insurance plans as a group than they were in 2022. On the study’s 1,000-point scale, the average overall customer satisfaction score for 2023 was 782, which is a jump of 18 points compared with the previous year.
By contrast, the customer satisfaction score for 2022 was a decline of 15 points from the year before.
In ranking dental insurance plan providers for overall customer satisfaction, J.D. Power considered five factors.
Listed in order of importance, they are:
- Cost
- Plan coverage
- Communication
- Customer service
- Claims and reimbursement
Four dental plan providers earned above-average overall customer satisfaction scores. The top plans in the report, and their scores, are:
- Aetna Dental: 816 out of 1,000 points
- Humana Dental: 809
- United Concordia Dental: 796
- DentaQuest: 794
On the other hand, five providers earned below-average scores for overall customer satisfaction. They are:
- MetLife Dental: 775
- UnitedHealthcare Dental: 775
- Cigna: 770
- Guardian Access Dental/Premier: 770
- Ameritas: 740
The report was based on responses from 1,411 dental plan members.
J.D. Power noted that dental insurers saw the biggest improvement over last year’s study in communication and plan coverage scores.
In a summary of the findings, Christopher Lis, managing director of global health care intelligence at J.D. Power, says:
“Customers want to make sure they know their deductibles and coverage benefits — with full transparency on out-of-pocket costs. The efforts of health plans like Aetna and Humana to inform and educate insureds have not gone unnoticed and are reflected in their higher overall satisfaction scores.”
Despite the improved customer satisfaction numbers, dental insurance is not for everybody. If you are considering skipping this coverage, check out some of your other options by reading about “10 Alternatives to Dental Insurance.”
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