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J.D. Power and Associates Reports: Satisfaction with Health Plans is Notably Lower among Individual Purchasers and Small Employer Members
Date:4/2/2009

WESTLAKE VILLAGE, Calif., April 2 /PRNewswire/ -- Health plan members who individually purchase their plans or work for small employers are considerably less satisfied with their health plan experience, compared with health plan members who work for larger organizations, according to the J.D. Power and Associates 2009 National Health Insurance Plan Study(SM) released today.

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Now in its third year, the study measures member satisfaction among 131 health plans in 17 regions throughout the United States by examining seven key factors: coverage and benefits; provider choice; information and communication; claims processing; statements; customer service; and approval processes.

The study finds that health plan members working for small employers (50 employees or fewer) are less likely to be satisfied with their health plan than those working for larger organizations. Satisfaction among members working for small employer groups averages 692 on a 1,000-point scale, while members of health plans sponsored by large employers (501-5,000 employees) and jumbo employers (more than 5,000 employees) have satisfaction levels averaging 717 and 725, respectively. Health plan members working for larger organizations are also more likely to re-enroll and recommend their plan to others, compared with members working for small employers.

Satisfaction among individual purchasers, which account for 9 percent of health plan members, is comparable to that among members of plans sponsored by small employers, averaging 694 points. Likewise, among individual purchasers, likelihood to re-enroll, recommend and purcha
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SOURCE J.D. Power and Associates
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