ACSI: Customer satisfaction on shaky ground among health insurers

Posted on: Thursday, January 03, 2013

As the year came to a close, insurance customers were for the most part pleased with the customer service they received from providers, a new report shows. There are some concerns among small insurers, though.

According to the American Customer Satisfaction Index, consumer sentiment with health insurance firms held constant at 72 on a scale of 1 to 100. Anything above 50 suggests consumers have more favorable feelings toward insurers than negative ones.

However, when analyzing overall satisfaction with specific health insurance firms, sentiment has diminished across many smaller health insurers. ACSI notes that this is the third consecutive year of waning sentiment among smaller providers. Though the reasons for this aren't known, it may stem from premium disparities as carriers compete with one another to win insurance customers' business.

With 2013's arrival, these results may be enough for insurance agents to redouble their efforts in satisfying the needs of those they interact with. This can come through providing their customers with helpful service and explaining the options that they have with the Patient Protection and Affordable Care Act set to go in place next year.

Posted In: Insurance News, Health Insurance

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