Cigna and UPMC Lead in Digital Satisfaction Among U.S. Health Plans

In a recent study by J.D. Power, Cigna Healthcare and UPMC Health Plan emerged as leaders in digital satisfaction within the U.S. insurance industry. Cigna Healthcare topped commercial health plans with a score of 683 out of 1,000, while UPMC was first among Medicare Advantage plans with 687 points. Other major providers like Kaiser Foundation and UnitedHealthcare also ranked high, indicating their commitment to enhancing their digital offerings.

Despite these achievements, the study highlights a general lag in the digital experience across health plans compared to other industries such as full-service wealth management and property and casualty insurance, where customer satisfaction scores are much higher. This gap underlines a crucial area for improvement for health plans in terms of digital engagement and functionality.

Digital satisfaction significantly affects member retention and perception of their health plans. High-scoring plans saw markedly higher rates of renewal intentions and employer positivity among members. The ease of accessing pertinent information largely drives this satisfaction, suggesting that clearer information dissemination and more intuitive navigational tools could boost overall customer satisfaction in the health insurance sector.