Consumers are sharply less satisfied these days with dental insurance plans, according to J.D. Power’s 2022 U.S. Dental Plan Satisfaction Study.
On a scale of 1,000, customer satisfaction sank 15 points compared with the previous year.
In ranking dental insurance plan providers for overall customer satisfaction, J.D. Power considered five factors.
Listed in order of importance, they are:
- Cost
- Coverage
- Communications
- Customer service
- Claims and reimbursement
The average overall customer satisfaction score among dental plan providers in the 2022 ranking was 764 out of 1,000 points.
Five plan providers earned above-average overall customer satisfaction scores. The top plans in the report, and their scores, are:
- Humana Dental: 794 out of 1,000 points
- UnitedHealthcare Dental: 789
- DentaQuest: 784
- Cigna: 778
- Aetna Dental: 777
Four other plan providers earned below-average scores for overall customer satisfaction. They are:
- Ameritas: 762
- MetLife Dental: 758
- United Concordia Dental: 751
- Guardian Access Dental/Premier: 741
The report was based on responses from more than 1,200 dental plan members.
In a press release, Christopher Lis, managing director of global health care intelligence at J.D. Power, says today’s consumers want a higher level of “value-based services.”
Lis notes that recent consolidation in the dental industry eventually could result in higher levels of service. However, until then, Lis says dental providers can help increase consumer satisfaction by boosting communication efforts.
“The biggest opportunity here is to improve on overall communication, specifically in benefits, services and timeliness in claims. Customer satisfaction in both dental plan cost and coverage correlates directly with the ease of understanding plan benefits and services.”
If you decide dental insurance is not for you, check out some of your other options by reading “10 Alternatives to Dental Insurance.”
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