Tuesday, March 11, 2014

J.D. Power ranks AvMed, Humana tops for member satisfaction

A J.D. Power study placed AvMed Health Plans and Humana in a tie for highest member satisfaction among Florida health plans.

The Westlake Village, Calif.-based company measures member satisfaction for the largest health plans in 18 regions using a 1,000-point scale.

The average customer satisfaction score across all regions was 669, but the Florida average came in a little below that, at 664. Both AvMed and Humana scored 690, which is considered five out of five stars. It’s the third consecutive year AvMed’s been at the top.

“At AvMed, we’re committed to building a unique member experience that we feel only we can deliver,” said James M. Repp, senior VP of the Miami-based health plan. “Working with our providers, we’re putting the members at the center of the health care experience, exactly where the member belongs.”

The J.D. Power study ranked AvMed high for provider choice, claims processing, cost and coverage. Humana received high rankings for communication, customer service and coverage.
The other Florida plans rated by J.D. Power were Cigna (680), Florida Blue (677), Aetna (649), UnitedHealthcare (646) and Aetna subsidiary Coventry Health Care (602).
Cigna received high ratings for provider choice and coverage. Florida Blue was above average in most areas. UnitedHealthcare scored below average for customer service. Aetna scored below average for both cost and coverage. Coventry scored below average in all areas.

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