To say that Americans do not like their health insurance companies may be putting it insignificantly. In a recent survey inquiring consumers to rank their gratification with companies across forty three industries, health insurers placed in the lowest five, ahead of just cable companies, Internet service providers, fixed-line telephone services and the U.S. Postal Service. Even banks received higher marks from customers.
Those findings, from one survey by the American Consumer Satisfaction Index, are not all that astonishing, says David VanAmburg, the managing director of ACSI. (The ACSI surveyed seventy thousand customers to get their view on the whole thing from hotels to athletic shoes).
Health insurance is hard to understand, even compared to other types of insurance, like life insurance. The number of plans presented can be puzzling to consumers, the ACSI survey found, and the rising cost of premiums, copays and deductibles is often frustrating. The most hated health insurance company of 2015, Also, calling health insurers is characteristically a hassle — their call centers received the lowermost rating out of all client experience measures in the survey.
VanAmburg includes that the heightened frequency with which people engage with different health insurance companies compared to other insurers is as well a factor.
Yet still within the health insurance industry, a few companies fare worse than others. The most hated health insurance company of 2015, the study found that people aversion bigger insurance companies much more than smaller ones, which have fewer clients and as a consequence may be able to deliver better customer service.
The lowermost of the low was Cigna, which scored a sixty out of hundred in the customer satisfaction index, which Forrest Morgeson III, ASCI’s director of research, denotes as “quite low.”
“This is not just the lowest in this particular industry, however it is low compared to other poor-performing ACSI industries and companies,” Morgeson wrote in one email. “This is worse than a few of the large cable companies (like Charter, which scores sixty three) and they tend to get very low scores.”
The score of Cigna soon drop even lower thanks to its upcoming merger with Anthem. The most hated health insurance company of 2015, Mergers, mainly in the service sector, characteristically go badly because the companies have to combine operations, which causes some hiccups. VanAmburg says, “History does not suggest this will go well”.
Here is the most hated health insurance company of 2015 from highest to lowest customer gratification, with their index score:
- Cigna (60)
- UnitedHealth (66)
- Aetna (68)
- Anthem (69)
- Blue Cross and Blue Shield (70)
- Kaiser Permanente (71)
- Humana (71)
- Smaller Insurance Companies (71)