MENUMENU
  • FREE RESOURCES
  • PREMIUM CONTENT
        • SEE MORE
          PREMIUM RESOURCES
  • HR DEEP DIVES
        • Coronavirus (COVID-19) Resources for HR Professionals
          Employment Law
          Labor Law Posting Requirements: Everything You Need to Know
          Recruiting
          businesswoman selecting future employees on digital interfaces
          Recruiting Resources for HR & Hiring Managers
          Performance Management
          vector image of young female making star rating
          Performance Review Resources
          Employment Law
          Understanding Equal Employment Opportunity and the EEOC
          Recruiting
          Onboarding Resources for HR & Hiring Managers
  • CORONAVIRUS & HR

  • LOGIN
  • SIGN UP FREE

HR Morning

MENUMENU
  • FREE RESOURCES
  • PREMIUM CONTENT
        • SEE MORE
          PREMIUM RESOURCES
  • HR DEEP DIVES
        • Coronavirus (COVID-19) Resources for HR Professionals
          Employment Law
          Labor Law Posting Requirements: Everything You Need to Know
          Recruiting
          businesswoman selecting future employees on digital interfaces
          Recruiting Resources for HR & Hiring Managers
          Performance Management
          vector image of young female making star rating
          Performance Review Resources
          Employment Law
          Understanding Equal Employment Opportunity and the EEOC
          Recruiting
          Onboarding Resources for HR & Hiring Managers
  • CORONAVIRUS & HR
  • Employment Law
  • Benefits
  • Recruiting
  • Talent Management
  • Performance Management
  • HR Technology
  • More
    • Leadership & Strategy
    • Compensation
    • Staff Administration
    • Policy & Procedures
    • Wellness
    • Staff Departure
    • Employee Services
    • Work Location
    • HR Career & Self-Care
    • Health Care
    • Retirement Plans

The 4 worst health insurers for customer experience

Christian Schappel
by Christian Schappel
February 29, 2012
1 minute read
  • SHARE ON

Health plan participants feel like they’re treated terribly by their insurance companies. The biggest offenders?

  • Highmark Blue Cross Blue Shield (BCBS)
  • Health Net
  • Medicaid, and
  • Anthem (BCBS).

Those companies all received a “very poor” customer experience rating in a new Temkin Group report, 2012 Temkin Experience Ratings.
Based on a survey of 10,000 U.S. consumers, the Temkin Group, a research and consulting firm, rated 206 large companies across 18 industries by how well they treat customers.
Temkin said in the report’s executive summary, “health plans dominated the bottom of the ratings.”
“Health plans” was the lowest rated industry group and only one of three to receive an average rating of “poor” (the others were “TV service providers” and “Internet service providers”).
The report rated 13 health plans. Here’s where each fell on the list of 206 companies:

  • Kaiser Permanente — ranked 67th
  • TriCare — 134
  • Medicare — 163
  • United Healthcare — tied for 171
  • Aetna — tied for 171
  • Humana — 178
  • Empire (BCBS) — 193
  • Blue Shield of California — 198
  • CIGNA — 198
  • Anthem (BCBS) — 200
  • Medicaid — 201
  • Health Net — 202
  • Highmark (BCBS) — 204

Kaiser Permanente was the only health plan provider to receive an “okay” rating.
But on the bright side, insurance providers’ customer experiences appear to be on the upswing. When compared to last year’s ratings, “health plans” was the most-improved industry group.
The Temkin Experience Ratings are based on consumers’ answers to three questions:

  1. How well do experiences meet customers’ needs?
  2. How easy is it for customers to do what they want to do?
  3. How do customers feel about the experiences?

Topping Temkin’s 2012 ratings: Sam’s Club.
The company rated dead last: Earthlink.

Get the latest from HRMorning in your inbox PLUS immediately access 10 FREE HR guides.

I WANT MY FREE GUIDES

Keep Up To Date with the Latest HR News

With HRMorning arriving in your inbox, you will never miss critical stories on labor laws, benefits, retention and onboarding strategies.

Sign up for a free HRMorning membership and get our newsletter!
  • This field is for validation purposes and should be left unchanged.
HR Morning Logo
  • Facebook
  • Twitter
  • Linked In
  • ABOUT HRMORNING
  • ADVERTISE WITH US
  • WRITE FOR US
  • CONTACT
  • Employment Law
  • Benefits
  • Recruiting
  • Talent Management
  • HR Technology
  • Performance Management
  • Leadership & Strategy
  • Compensation & Payroll
  • Policy & Culture
  • Staff Administration
  • Wellness & Safety
  • Staff Departure
  • Employee Services
  • Work Location
  • HR Career & Self-Care

HRMorning, part of the SuccessFuel Network, provides the latest HR and employment law news for HR professionals in the trenches of small-to-medium-sized businesses. Rather than simply regurgitating the day’s headlines, HRMorning delivers actionable insights, helping HR execs understand what HR trends mean to their business.

Privacy Policy Terms of Service
Copyright © 2021 SuccessFuel

WELCOME BACK!

Enter your username and password below to log in

Forget Your Username or Password?

Reset Password

Lost your password? Please enter your username or email address. You will receive a link to create a new password via email.

Log In

During your free trial, you can cancel at any time with a single click on your “Account” page.  It’s that easy.

Why do we need your credit card for a free trial?

We ask for your credit card to allow your subscription to continue should you decide to keep your membership beyond the free trial period.  This prevents any interruption of content access.

Your card will not be charged at any point during your 21 day free trial
and you may cancel at any time during your free trial.

preloader