In the study of 1,000 people, Health insurance satisfaction index: Medicare wins top plan in member survey, Insure.com questioned participants about health plan costs, deductibles, service breadth, access to providers, hospitals and customer service communication. Respondents graded their health plans using a five-star rating system, with five being the highest satisfaction. The percentage of consumers showing high satisfaction in overall ratings (giving four or five stars) was as follows:
- Medicare -- 78%
- Medicaid -- 62%
- From an employer -- 60%
- Individual insurance or Affordable Care Act (ACA) marketplace -- 40%
Data shows that Medicare beneficiaries are particularly happy with:
- Claims payments and provider networks (both received at least 80% five- and four-star ratings)
- Costs (71% combined five-and four-star ratings)
At the other end of the scale, individual health plans received low customer satisfaction, with 35% of beneficiaries scoring costs and deductibles with 1 or 2 stars.
Insure.com also asked survey respondents about whether they lost health insurance this year.
"Unfortunately, 11% of respondents say they lost health insurance coverage due to job layoffs or reduced hours during this calendar year," reports
While most respondents indicate no change in healthcare utilization, many people appear to be using fewer health care services, in response to the COVID-19 pandemic:
- 35% say they used fewer healthcare services in 2020 than in prior years
- 44% say they are using the same volume of services
- 21% claim to be using more healthcare services
Masterson is available to comment on this study, the methodology and how this survey information may help consumers navigate both Medicare open enrollment and individual plan open enrollment for 2021.
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