Charlotte Business Journal - March 19, 2007
Patients tend to be more satisfied with private and nonprofit health plans than those offered by publicly traded competitors, according to a survey by J.D. Power and Associates. The most highly rated plans across the board tended to be private or nonprofit Blue Cross Blue Shield plans, according to the inaugural report, the 2007 National Health Insurance Plan Satisfaction Study.
Near the bottom of the ratings were publicly traded insurers including Aetna Inc. (NYSE:AET), Cigna Corp. (NYSE:CI) and UnitedHealthcare (NYSE:UNH).
The study identified coverage and benefits, choice of doctors, hospitals, pharmacies and information as the most significant factors in member satisfaction. Other factors included approval processes, insurance statements, customer service and claims processing.
The study, compiled from the responses of 10,552 members of large commercial plans, examined member satisfaction among 49 large health plans in four U.S. regions.
In the South, Blue Cross and Blue Shield of North Carolina ranked third with an index of 751, behind only its Blue Cross counterparts in Florida (779) and Alabama (773). The average index score for the South was 746.
Chapel Hill-based Blue Cross and Blue Shield of North Carolina, a nonprofit, is the largest health-insurance provider in the state, with about 3.4 million members.
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