August 10, 2017

Report: Consumers want more from insurers' Medicare Advantage plans

Hartford health insurer Aetna and Bloomfield-based Cigna could be doing more to satisfy the needs of Medicare Advantage customers, according to a study released Thursday by J.D. Power.

Kaiser Permanente, Highmark and Humana round out the top three health insurers that are maximizing satisfaction for their customers, the 2017 study found. Aetna is ranked sixth out of 10 insurers, and Cigna is ranked ninth.

The study, now in its third year, measures member satisfaction with Medicare Advantage plans—also called Medicare Part C or Part D—based on six factors: coverage and benefits (25 percent); customer service (19 percent); claims processing (15 percent); cost (14 percent); provider choice (14%); and information and communication (12 percent).

The study also finds health plans are missing opportunities to market early to consumers, and that most Medicare Advantage members don't get enough help with coordination of care among doctors and other healthcare providers.

The study is based on the responses of 3,442 members of Medicare Advantage plans across the U.S.

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