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Consumers: Health plans 'okay,' 'poor' or 'very poor'

Published
  • April 01 2012, 1:00am EDT

You may not be hearing it directly from your employees, but most are not happy with the customer service health plans provide. A new research report published by Temkin Group, a consulting firm, rates the customer experience of 206 large companies across 18 industries.

The research, which is based on a survey of 10,000 U.S. consumers in January 2012, includes 13 health plans. Kaiser Permanente was the top-rated health plan, the only plan to receive an "okay" rating, but it only ranked 87th in the overall ratings. TriCare, Medicare, Aetna, United Healthcare, Humana, Empire BCBS, Blue Shield of CA and CIGNA all received "poor" ratings. Four plans received "very poor" ratings and are ranked in the bottom seven across all industries: Highmark BCBS, Health Net, Medicaid and Anthem BCBS.

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