Medicare Advantage plans have seen big changes over the past year, and that has resulted in retirees being less satisfied with these plans, according to J.D. Power’s latest annual U.S. Medicare Advantage Study.
During the past 12 months, major shifts have impacted outpatient care costs, out-of-pocket prescription costs and provider networks.
J.D. Power says that, as a result, “the majority of plans are struggling to build a strong sense of patient advocacy and trust among their members.”
For the study, J.D. Power polled more than 14,500 members of the largest Medicare Advantage plans across 12 states.
The overall customer satisfaction scores are based on eight factors. Listed in order of importance, they are:
- Level of trust
- Able to get health services how/when I want
- Helping to save me time or money
- Product/coverage offerings meet my needs
- Ease of doing business
- People (representatives, call center agents)
- Resolving problems or complaints
- Digital channels
Read on for a look at the top-ranked plans in each of the 12 states — as well as the plans that fell short.
Medicare Advantage versus Original Medicare
Medicare Advantage is one of the two main types of Medicare. The other is Original Medicare, also referred to as traditional Medicare.
Original Medicare is offered directly by the federal government, whereas Medicare Advantage plans are offered by private insurers that contract with the government.
Medicare Advantage plans must cover the same services that Original Medicare covers but can cover other expenses as well. So, from one Medicare Advantage plan to the next, coverage and costs — and thus customer satisfaction — can differ widely.
California
In California, J.D. Power polled members about eight plans, and the average customer satisfaction score among them was 623 out of 1,000 possible points.
The plans that earned above-average scores are:
- Kaiser Permanente: 665 out of 1,000
- SCAN Health Plan: 656
Blue Shield of California (613), Alignment Health Plan (606), Anthem Blue Cross (601), Wellcare (579), UnitedHealthcare (567) and Humana (564) scored below the state average.
Florida
In Florida, J.D. Power polled members about six plans, and the average customer satisfaction score among them was 611 out of 1,000.
Those that earned average or above-average scores are:
- UnitedHealthcare: 621 out of 1,000
- Humana: 620
- Freedom Health: 619
- Wellcare: 611
At the other end of the spectrum, Florida Blue (581) and Aetna Medicare (580) scored below Florida’s average.
Georgia
In Georgia, J.D. Power polled members about three plans, and the average customer satisfaction score among them was 622 out of 1,000.
Those that earned above-average scores are:
- UnitedHealthcare: 656 out of 1,000
- Aetna Medicare: 628
Humana landed below the state average with a score of 589.
Illinois
In Illinois, J.D. Power polled members about four plans, and the average customer satisfaction score among them was 607 out of 1,000.
Those that earned above-average scores are:
- Blue Cross Blue Shield of Illinois: 638 out of 1,000
- UnitedHealthcare: 629
Aetna Medicare (601) and Humana (587) scored below the state average.
Kentucky
In Kentucky, J.D. Power polled members about three plans, and the average customer satisfaction score among them was 606 out of 1,000.
Those that earned above-average scores are:
- Humana: 625 out of 1,000
- UnitedHealthcare: 606
Anthem Blue Cross and Blue Shield (579) scored below the state average.
Michigan
In Michigan, J.D. Power polled Medicare Advantage enrollees about five plans, and the average customer satisfaction score among them was 623 out of 1,000.
Those that earned above-average scores are:
- Blue Cross Blue Shield of Michigan: 676 out of 1,000
Priority Health Medicare (611), Humana (603), Aetna Medicare (593) and UnitedHealthcare (571) scored below the state average.
New York
In New York, participants were polled about five Medicare Advantage plans, and the average customer satisfaction score among them was 593 out of 1,000 points.
The plans that scored above average are:
- Excellus BlueCross BlueShield: 618 out of 1,000
- Healthfirst: 611
Aetna Medicare (586), UnitedHealthcare (581) and Humana (554) scored below the state average.
North Carolina
In North Carolina, J.D. Power polled members about four plans, and the average customer satisfaction score among them was 624 out of 1,000.
Those that earned above-average scores are:
- UnitedHealthcare: 645 out of 1,000
- Humana: 637
Aetna Medicare (585) and Blue Cross NC (572) scored below the state average.
Ohio
In Ohio, J.D. Power polled members about four plans, and the average customer satisfaction score among them was 609 out of 1,000.
Those that earned above-average scores are:
- Aetna Medicare: 639 out of 1,000
At the other end of the spectrum, Anthem Blue Cross and Blue Shield (608), UnitedHealthcare (603) and Humana (584) scored below Ohio’s average.
Pennsylvania
In Pennsylvania, J.D. Power polled members about seven plans, and the average customer satisfaction score among them was 646 out of 1,000.
Those that earned average or above-average scores are:
- UPMC For Life: 689 out of 1,000
- Highmark Blue Cross Blue Shield: 659
- Aetna Medicare: 647
Geisinger Gold (644), Independence Blue Cross (627), UnitedHealthcare (597) and Humana (593) scored below the state average.
Tennessee
In Tennessee, J.D. Power polled members about four plans, and the average customer satisfaction score among them was 647 out of 1,000.
Those that earned above-average scores are:
- BlueCross BlueShield of Tennessee: 690 out of 1,000
- Humana: 647
UnitedHealthcare (619) and Cigna Healthcare (613) scored below the state average.
Texas
In Texas, J.D. Power polled members about six plans, and the average customer satisfaction score among them was 621 out of 1,000.
Those that earned above-average scores are:
- Humana: 641 out of 1,000
- UnitedHealthcare: 628
- Aetna Medicare: 624
Blue Cross Blue Shield of Texas (607), Wellcare (578) and Cigna Healthcare (556) scored below the state average.
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