Summary of Survey Findings

In early 2011, eChoiceAdvisor conducted a Health Plan Satisfaction Survey with 203 San Francisco Bay Area consumers. Not surprisingly, cost is number one driver of member dissatisfaction among survey respondents overall with complaints targeting high premiums, co-pays, co-insurance, and coveage gaps (i.e., alternative care, OB/Gyn, prescription coverage, etc.). Other drivers of member dissatisfaction include access to out-of-network care and access to specialist care.

 

Summary Statistics Table

% Members Dissatisfied with Health Plan Features By Company

 

Company
Number of
Responses
Cost
Products & Services
Provider Network
Specialist Care
Out-of-
Network Care
Claims Processing
Claim Dispute Resolution
Customer Service
Communication Materials
Aetna
20
30%
15%
0%
0%
25%
24%
20%
10%
5%
Blue Cross
40
33%
11%
8%
5%
18%
18%
15%
3%
11%
Blue Shield
38
21%
6%
0%
11%
21%
13%
14%
11%
13%
CIGNA
8
0%
0%
0%
0%
0%
38%
13%
0%
13%
HealthNet
27
41%
22%
22%
23%
26%
11%
12%
15%
14%
Kaiser
19
5%
0%
10%
21%
22%
0%
0%
16%
5%
United Healthcare
26
27%
12%
0%
0%
4%
15%
18%
15%
19%
Other Company
18
11%
11%
11%
11%
17%
23%
6%
11%
17%


Notations: Green = low member dissatisfaction, Red = high member dissatisfaction


Source: 2011 eChoiceAdvisor Survey with 198 respondents from San Francisco Bay Area