Following are some of the key findings of the study:
- Health plans missing premarketing opportunity: Enrollment in
Medicare Advantageplans has been consistently growing. The proportion of the population age 65+ in the U.S.is projected to increase from 14% to 21% in the coming two decades. Despite the significant opportunity to capture share of this market as they qualify for Medicare benefits, just 11% of members in the 60+ age cohort indicate that they had received any communications from their health plan regarding moving from current coverage to a Medicare Advantageplan. Among the 11% who have received premarketing contact from their health plan, overall satisfaction scores are 52 index points higher than among those who received no marketing contact (762 vs. 710, respectively, on a 1,000-point scale).
- Just half of members completely understand how their plan works: Industry-wide, just 54% of
Medicare Advantageplan members say they "completely" understand how their plan works. When it comes to the cost for prescription drugs, fewer people understand how this works compared with last year.
- Provider integration remains a friction point for most members: Ensuring members generally see their doctor as a trusted partner in their medical care is the most important factor driving the highest levels of overall satisfaction with
Medicare Advantageplans. Somewhat surprisingly, it is not the soft skills that engender this feeling of trust, but rather assistance navigating the myriad of healthcare providers and managing associated costs that matter most.
- Coordination of care emerges as key driver of customer satisfaction: A new KPI in 2017 is found to be one of the most important factors driving overall satisfaction with
Medicare Advantageplans—coordination of care among doctors and other healthcare providers—but most members say their plan isn't able to effectively help them with this. On average, just 34% of Medicare Advantageplan members indicate their plans met this criterion. Medicare Advantagemember satisfaction stable year over year for most health plans: Overall satisfaction with Medicare Advantageplans is 799, on average, which is 9 points higher than the J.D. Power2016 Medicare Advantage Study.SM Despite the significant opportunity to grow in this segment, only one plan improved the member experience significantly from the previous year, WellCare.
Medicare Advantage Plan Customer Satisfaction Rankings
The study, now in its third year, measures member satisfaction with
The 2017 Medicare Advantage Study is based on the responses of 3,442 members of
For more information about the 2017 Medicare Advantage Study, visit http://www.jdpower.com/resource/us-medicare-advantage-study.
See the online press release at http://www.jdpower.com/pr-id/2017124.
J.D. Power is a global leader in consumer insights, advisory services and data and analytics. These capabilities enable
Member Satisfaction Ranking
JDPower.com Power Circle Ratings™
(Based on a 1,000-point scale)
BlueCross BlueShield of Michigan
Power Circle Ratings Legend
Award-Eligible Health Plan Providers Included in the Study