Study Shows: MA Plans Miss the Mark When it Comes to Member Communication

By Welltok Marketing

J.D. Power recently answered MA plan's burning questions like "How can health plans better understand their members’ needs and expectations when it comes to communicating with them throughout their relationship with the plan?" and "How can they learn from best-in-class processes put in place by other health plans?"

Their U.S. Medicare Advantage Study examines the experiences of more than 3,000 members of the largest Medicare Advantage plans in the United States. Since Welltok works with the three health plans that have the highest member satisfaction score in the report, we thought it would be valuable to share the findings. See below for the full summary by RISE Health. 

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The analysis measures member satisfaction with Medicare Advantage (MA) plans based on coverage and benefits, provider choice, cost, customer service, information and communication, and billing and payment. The result: Information and communication is a weakness for member satisfaction, which drives a general lack of engagement among consumers and increases the likelihood of health plan members switching plans.

Here are five findings from the report:

Effective communication drives satisfaction and trust: A key driver of overall customer satisfaction and consumer perception of trust is clear, helpful, proactive communication. Overall member satisfaction increases 209 points (on a 1,000-point scale) when MA plans meet three key performance indicators related to information and communication: making sure members fully understand their out-of-pocket costs; providing health education; and delivering useful reminders for preventive services.

MA plans miss the mark on communication: Only 15 percent of MA plans deliver all three information and communication performance indicators. This gap has been amplified during the COVID-19 pandemic as consumers are 3.3 times more likely to receive a helpful communication from their bank than from their health plan, according to additional data from current J.D. Power financial industry studies.

Digital plays key role in plan selection: More than 40 percent of MA members use digital means when gathering information regarding their health coverage. In fact, information gathering in general is significantly more likely among MA members (87 percent) than among those commercially insured (82 percent), and MA members are just as likely as auto insurance customers to have an online account with an insurer, based on additional data from current J.D. Power auto insurance studies.

Read the rest from RISE HEALTH. Original article appeared on  July 8, 2020.