Medicare Advantage Customer Service Rankings

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InfoStat | 08-07-14

Over 15% of Medicare Advantage Organizations Fail Customer Service Standards

Worst Performing Companies Include Several Popular Brands

Over 15% of Medicare Advantage Organizations Fail Customer Service Standards - HealthPocket

Out of over 50 million Medicare beneficiaries in 2014, approximately 30% are enrolled in a private Medicare Advantage plan.1 Medicare Advantage plans offer consumers enhanced medical coverage beyond what is offered by Original Medicare, and most Medicare Advantage plans offer additional benefits such as prescription drug, vision, hearing, and dental coverage.2 In order to help consumers compare the quality of customer service in Medicare Advantage plans, HealthPocket analyzed recently released government data3 on average call center performance for Medicare contracts. For each Medicare Advantage organization’s drug and health plan call centers, HealthPocket found the average customer satisfaction score, accuracy rate, hold time, and disconnection rate.4 Among thirty Medicare Advantage organizations present in multiple states, HealthPocket ranked organizations with respect to each customer service performance measure and then calculated an average customer service ranking for each organization across all measures.5

In terms of the overall customer service ranking, the top five Medicare Advantage companies were:

  1. HealthPartners, Inc.
  2. Gundersen Lutheran Health System Inc.
  3. Cambia Health Solutions, Inc.
  4. Health Plan of the Upper Ohio Valley
  5. University of Pittsburgh Medical Center
    6.

Out of the thirty Medicare Advantage companies that were examined, the bottom five (with the #1 rank representing the lowest customer service scores) were:

  1. Universal Health Care Group, Inc.
  2. Health Net, Inc.
  3. UnitedHealth Group, Inc.
  4. WellCare Health Plans, Inc.
  5. Munich American Holding Corporation
    6.

Three of the five lowest scoring companies (Health Net, UnitedHealth, and WellCare) are well-known brands in the Medicare Advantage market serving multiple states. In fact, UnitedHealth had the greatest total enrollment by firm in the 2013 Medicare Advantage market.6

Insurance Company Call Center Performance

Call centers are the primary means by which seniors can resolve medical claim problems, confirm drug coverage, or receive other vital information on the benefits and healthcare provider network of a Medicare Advantage plan. Consequently, the government’s Centers for Medicare & Medicaid Services (CMS) establish performance standards for a variety of measures associated with call centers. For example, the average hold time to reach a representative is monitored, as is the rate at which inbound calls are disconnected. The accuracy rate for information provided to callers is also tracked.

Five of the thirty Medicare Advantage organizations had an average below CMS compliance standards7for at least one of the call center performance measures. Medica Holding Company, CIGNA, and Health Net, Inc. all fell below the 75% compliance standard for average drug plan accuracy rate, but CIGNA’s average (74.53%) was close to the threshold. Highmark was the only company that had an average hold time over the two minute compliance standard, while Universal Health Care Group, Inc. was the only company that had an average drug plan disconnection rate over the 5% compliance standard. All five companies that failed a compliance standard were in the bottom half of the overall ranking.

The table below contains the results for each of the thirty Medicare Advantage organizations in order of overall ranking.

Customer Service Rankings for Medicare Advantage Companies

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Organization Overall Rank Average Health Plan Consumer Assessment Score Average Drug Plan Consumer Assessment Score Average Health Plan Accuracy Rate (%) Average Drug Plan Accuracy Rate (%) Average Health Plan Hold Time (seconds) Average Drug Plan Hold Time (seconds) Average Health Plan Disconnection Rate (%) Average Drug Plan Disconnection Rate (%) Number of Categories Not Meeting CMS Compliance Standards
HealthPartners, Inc. 1 90.5 87 - - 5 5 0 0 0
Gundersen Lutheran Health System Inc. 2 95 - 83 90 10 10 0 0 0
Cambia Health Solutions, Inc. 3 91.8 89 91 92 4 4 0.2 0.2 0
Health Plan of the Upper Ohio Valley 4 92.67 - 90 88.67 16.33 16.33 0 0 0
University of Pittsburgh Medical Center 5 92.5 85 87 88 11 11 0 0 0
UCare Minnesota 6 89.67 87 81 91 15.67 15.67 0 0 0
MVP Health Care, Inc. 7 90.33 87 87 88 19 19 0 0 0
Geisinger Health System 8 90.67 - 80 85 5 12 0 0 0
Essence Group Holdings Corporation 9 90 - 76 85 5 5 0 0 0
PacificSource Health Plans 10 91 81 84 90 30 30 0 0 0
Martin's Point Health Care, Inc. 11 93.5 86.5 85 85 16 16 0.63 0.63 0
Providence Health & Services 12 94 86 83 82 37 37 0 0 0
Aetna Inc. 13 88.13 84.88 88.53 88.31 15.8 16.76 0.55 0.25 0
Universal American Corp. 14 87.88 - 90 88 10.2 10.2 1.04 1.04 0
EmblemHealth, Inc. 15 86.67 83 89.33 87.33 18.67 16 0.17 0.38 0
SCAN Health Plan 16 88.6 86.25 85 83 19 19 0.2 0.2 0
Kaiser Foundation Health Plan, Inc. 17 90.13 86 84 85 14.2 14.2 1.25 1.25 0
Medica Holding Company 18 89 - 87 69 38 38 0 0 1
CIGNA 19 88.23 84 83.2 74.53 15 15 0.54 0.54 1
WellPoint, Inc. 20 86.54 81.92 87.23 88.67 30.93 31.13 0.33 0.34 0
Independence Blue Cross 21 88.5 84 86 83.33 30 30 0.28 0.28 0
Humana Inc. 22 85.96 82.25 87.13 91.84 21.4 21.4 1.24 1.24 0
Promedica Health System 23 94 - 81 80 17 17 0.83 0.83 0
Highmark 24 89.67 86 82 89 185.67 185.67 0.35 0.35 2
Ardent Health Services. 25 84 - 79 85 84 84 0 0 0
Munich American Holding Corporation 26 89 82 81 85 23.5 23.5 0.64 0.64 0
WellCare Health Plans, Inc. 27 83.42 77.5 86.77 86 29.23 29.23 0.86 0.86 0
UnitedHealth Group, Inc. 28 87 86.33 82.41 81.71 20.99 21.53 1.55 1.53 0
Health Net, Inc. 29 86 80.25 81.4 70 34.6 34.6 1.37 1.37 1
Universal Health Care Group, Inc. 30 - - - - 53.83 31.67 0.68 10.66 1

Customer Satisfaction

HealthPocket also compared Medicare Advantage contracts in each state (with the exception of Alaska) as well as DC and Puerto Rico, to determine which regions had the best and worst customer satisfaction. Within the government data, customer satisfaction metrics are known as “consumer assessment scores.” Consumer assessment scores are numbers between 0 and 100 assigned to each plan, with higher numbers being better, based on enrollee responses to surveys about their satisfaction with the plan.

Connecticut had the lowest average consumer assessment score for health plans (86.13), while Michigan had the highest (90.33). For drug plans, Puerto Rico had the lowest average consumer assessment score (78.5) and New Jersey had the highest (87.5). The table below shows the contracts with the best and worst consumer assessment scores for both health and drug plans in each state.

Consumer Assessment Scores by State

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State Average Health Plan Consumer Assessment Score Highest Health Plan Consumer Assessment Score Contract Name(s) Lowest Health Plan Consumer Assessment Score Contract Name(s) Average Drug Plan Consumer Assessment Score Highest Drug Plan Consumer Assessment Score Contract Name(s) Lowest Drug Plan Consumer Assessment Score Contract Name(s)
Alabama 87.82 92 HEALTHSPRING OF ALABAMA, INC. 85 HUMANA INSURANCE COMPANY, UNITEDHEALTHCARE OF ALABAMA, INC. 82.4 85 HUMANA HEALTH PLAN, INC. 81 HUMANA INSURANCE COMPANY
Arizona 87.21 90 CIGNA HEALTHCARE OF ARIZONA, INC. 84 WELLCARE OF TEXAS, INC. 82 83 HEALTH NET OF ARIZONA, INC. 81 HUMANA INSURANCE COMPANY
Arkansas 87.06 89 CARE IMPROVEMENT PLUS SOUTH CENTRAL INSURANCE CO., WINDSOR HEALTH PLAN, INC., COVENTRY HEALTH CARE OF KANSAS, INC. 85 CARE IMPROVEMENT PLUS SOUTH CENTRAL INSURANCE CO., COVENTRY HEALTH AND LIFE INSURANCE COMPANY 84 87 UNITEDHEALTHCARE OF ARKANSAS, INC. 81 HUMANA INSURANCE COMPANY
California 87.35 92 INTER VALLEY HEALTH PLAN, INC. 83 ANTHEM BLUE CROSS LIFE AND HEALTH INS COMPANY, UNIVERSAL CARE, INC. 83 89 GOLDEN STATE MEDICARE HEALTH PLAN 77 HEALTH NET LIFE INSURANCE COMPANY
Colorado 88.27 95 UNITEDHEALTHCARE INSURANCE COMPANY 82 HUMANA HEALTH PLAN, INC. 83.83 89 UNITEDHEALTHCARE INSURANCE COMPANY 77 COLORADO ACCESS
Connecticut 86.13 91 CONNECTICARE, INC. 83 ANTHEM HEALTH PLANS, INC. 81.67 84 AETNA HEALTH, INC. (CT) 78 ANTHEM HEALTH PLANS, INC.
Delaware 87.67 89 AETNA HEALTH, INC. (PA) 86 BRAVO HEALTH MID-ATLANTIC, INC. 81 81 AETNA HEALTH, INC. (PA) 81 AETNA HEALTH, INC. (PA)
Florida 89.52 97 HEALTHSPRING OF FLORIDA 83 WELLCARE OF FLORIDA, INC. 85.4 90 HEALTH FIRST HEALTH PLANS 80 AVMED, INC.
Georgia 87.14 90 KAISER FOUNDATION HP OF GA, INC., BLUE CROSS BLUE SHIELD HEALTHCARE PLAN OF GEORGIA 82 WELLCARE OF GEORGIA, INC. 83.67 86 BLUE CROSS BLUE SHIELD HEALTHCARE PLAN OF GEORGIA 81 HUMANA INSURANCE COMPANY
Hawaii 86.33 89 KAISER FOUNDATION HP, INC., ALOHACARE 82 HUMANA INSURANCE COMPANY 81.2 84 KAISER FOUNDATION HP, INC. 77 WELLCARE HEALTH INSURANCE OF ARIZONA, INC.
Idaho 88.09 92 PACIFICSOURCE COMMUNITY HEALTH PLANS, INC. 85 UNITEDHEALTHCARE INSURANCE COMPANY 82.25 85 HUMANA HEALTH PLAN, INC. 81 PACIFICSOURCE COMMUNITY HEALTH PLANS, INC., HUMANA INSURANCE COMPANY
Illinois 87.57 93 HEALTH ALLIANCE MEDICAL PLANS 82 HARMONY HEALTH PLAN OF ILLINOIS, INC. 83 88 HEALTH ALLIANCE MEDICAL PLANS 80 HUMANA BENEFIT PLAN OF ILLINOIS, INC.
Indiana 87.56 90 UNITEDHEALTHCARE INSURANCE COMPANY 86 HUMANA INSURANCE COMPANY, UNITEDHEALTHCARE INSURANCE COMPANY 82.29 85 HUMANA HEALTH PLAN, INC., HUMANA INSURANCE COMPANY 79 HUMANA INSURANCE COMPANY
Iowa 88.07 95 GUNDERSEN HEALTH PLAN 85 UNITEDHEALTHCARE PLAN OF THE RIVER VALLEY, INC. 81.5 82 HUMANA INSURANCE COMPANY 81 HUMANA INSURANCE COMPANY
Kansas 87.25 95 UNITEDHEALTHCARE INSURANCE COMPANY 85 HUMANA INSURANCE COMPANY, COVENTRY HEALTH AND LIFE INSURANCE COMPANY 84.25 89 UNITEDHEALTHCARE INSURANCE COMPANY 81 HUMANA INSURANCE COMPANY
Kentucky 86.33 88 ANTHEM INSURANCE COMPANIES, INC. 84 HUMANA HEALTH PLAN OF OHIO, INC. 82.14 85 HUMANA HEALTH PLAN, INC., HUMANA INSURANCE COMPANY 79 HUMANA INSURANCE COMPANY
Louisiana 88.88 94 VANTAGE HEALTH PLAN, INC. 86 UNITEDHEALTHCARE INSURANCE COMPANY 82.75 88 VANTAGE HEALTH PLAN, INC. 75 PEOPLES HEALTH, INC.
Maine 88.57 94 MARTINS POINT GENERATIONS, LLC 80 ARCADIAN HEALTH PLAN, INC. 86.67 87 AETNA HEALTH, INC. (ME), MARTINS POINT GENERATIONS, LLC 86 MARTINS POINT GENERATIONS, LLC
Maryland 89.17 95 UNITEDHEALTHCARE INSURANCE COMPANY 86 BRAVO HEALTH MID-ATLANTIC, INC. 84.67 89 UNITEDHEALTHCARE INSURANCE COMPANY 82 KAISER FNDN HP OF THE MID-ATLANTIC STS
Massachusetts 90.11 95 UNITEDHEALTHCARE INSURANCE COMPANY 83 UNITEDHEALTHCARE INSURANCE COMPANY 85.5 89 UNITEDHEALTHCARE INSURANCE COMPANY 83 BCBS OF MASSACHUSETTS HMO BLUE, INC.
Michigan 90.33 95 UNITEDHEALTHCARE INSURANCE COMPANY 85 BLUE CROSS BLUE SHIELD OF MICHIGAN 85.43 89 UNITEDHEALTHCARE INSURANCE COMPANY, PRIORITY HEALTH 81 HUMANA INSURANCE COMPANY
Minnesota 89.86 94 GROUP HEALTH PLAN, INC. (MN) 86 HUMANA INSURANCE COMPANY 84.33 87 GROUP HEALTH PLAN, INC. (MN) 81 HUMANA INSURANCE COMPANY
Mississippi 87.5 90 HEALTHSPRING OF TENNESSEE, INC. 86 HUMANA INSURANCE COMPANY, UNITEDHEALTHCARE INSURANCE COMPANY 83 85 HUMANA INSURANCE COMPANY 81 HUMANA INSURANCE COMPANY
Missouri 86.83 91 COVENTRY HEALTH CARE OF MISSOURI, INC 83 HARMONY HEALTH PLAN OF ILLINOIS, INC. 82 85 HUMANA INSURANCE COMPANY 78 HARMONY HEALTH PLAN OF ILLINOIS, INC.
Montana 87.71 93 NEW WEST HEALTH SERVICES 86 HUMANA INSURANCE COMPANY, UNITEDHEALTHCARE INSURANCE COMPANY 83.75 87 NEW WEST HEALTH SERVICES 81 HUMANA INSURANCE COMPANY
Nebraska 86.9 89 CARE IMPROVEMENT PLUS OF TEXAS INSURANCE COMPANY 85 COVENTRY HEALTH AND LIFE INSURANCE COMPANY 83.67 85 HUMANA HEALTH PLAN, INC., HUMANA INSURANCE COMPANY 81 HUMANA INSURANCE COMPANY
Nevada 87.13 91 HOMETOWN HEALTH PLAN 82 PACIFICARE OF NEVADA, INC. 83 84 CAREMORE HEALTH PLAN OF NEVADA 82 HUMANA INSURANCE COMPANY
New Hampshire 88.67 94 MARTINS POINT GENERATIONS, LLC 84 ARCADIAN HEALTH PLAN, INC. 85.5 87 MARTINS POINT GENERATIONS, LLC 84 ARCADIAN HEALTH PLAN, INC.
New Jersey 87.63 95 UNITEDHEALTHCARE INSURANCE COMPANY 77 WELLCARE HEALTH PLANS OF NEW JERSEY, INC. 87.5 89 UNITEDHEALTHCARE INSURANCE COMPANY 86 AETNA HEALTH, INC. (NJ)
New Mexico 87.11 91 PRESBYTERIAN INSURANCE COMPANY, INC., PRESBYTERIAN HEALTH PLAN 83 HUMANA INSURANCE COMPANY 79 81 HUMANA INSURANCE COMPANY 77 AMERIGROUP COMMUNITY CARE OF NEW MEXICO, INC.
New York 87.5 94 CDPHP UNIVERSAL BENEFITS, INC. 82 ELDERPLAN, INC. 83.89 90 EXCELLUS HEALTH PLAN, INC. 76 ELDERPLAN, INC.
North Carolina 88.2 92 UNITEDHEALTHCARE INSURANCE COMPANY 86 HUMANA INSURANCE COMPANY, UNITEDHEALTHCARE OF NORTH CAROLINA, INC., UNITEDHEALTHCARE INSURANCE COMPANY 83.2 85 BLUE CROSS AND BLUE SHIELD OF NORTH CAROLINA, HUMANA INSURANCE COMPANY 80 HUMANA INSURANCE COMPANY
North Dakota 87.2 91 MEDICA INSURANCE COMPANY 86 HUMANA INSURANCE COMPANY, UNITEDHEALTHCARE INSURANCE COMPANY 83 85 HUMANA INSURANCE COMPANY 81 HUMANA INSURANCE COMPANY
Ohio 89.68 94 AULTCARE INSURANCE COMPANY, PARAMOUNT CARE, INC., HOMETOWN HEALTH PLAN 84 HUMANA HEALTH PLAN OF OHIO, INC., WELLCARE OF OHIO, INC. 85.13 93 SUMMACARE INC. 81 HUMANA INSURANCE COMPANY
Oklahoma 87.08 94 COMMUNITY CARE HMO, INC 80 HEALTHSPRING LIFE & HEALTH INSURANCE COMPANY, INC. 83 85 HUMANA INSURANCE COMPANY 81 HUMANA INSURANCE COMPANY
Oregon 90 95 ATRIO HEALTH PLANS 85 UNITEDHEALTHCARE INSURANCE COMPANY, FAMILYCARE HEALTH PLANS, INC., UNITEDHEALTHCARE OF OREGON, INC. 85.33 93 KAISER FOUNDATION HP OF THE N W 79 HEALTH NET LIFE INSURANCE COMPANY
Pennsylvania 88.92 95 UNITEDHEALTHCARE INSURANCE COMPANY 85 UNITEDHEALTHCARE INSURANCE COMPANY 83.44 89 UNITEDHEALTHCARE INSURANCE COMPANY 77 CAPITAL ADVANTAGE INSURANCE COMPANY
Puerto Rico 88.17 92 MCS ADVANTAGE, INC. 83 HUMANA INSURANCE OF PUERTO RICO, INC. 78.5 81 FIRST MEDICAL HEALTH PLAN, INC. 76 FIRST MEDICAL HEALTH PLAN, INC.
Rhode Island 87 92 BLUE CROSS & BLUE SHIELD OF RHODE ISLAND 84 UNITEDHEALTHCARE INSURANCE COMPANY 84 84 BLUE CROSS & BLUE SHIELD OF RHODE ISLAND 84 BLUE CROSS & BLUE SHIELD OF RHODE ISLAND
South Carolina 87.31 90 HUMANA INSURANCE COMPANY 85 HUMANA INSURANCE COMPANY, BLUECROSS AND BLUESHIELD OF SOUTH CAROLINA 82.8 85 HUMANA HEALTH PLAN, INC. 81 HUMANA INSURANCE COMPANY
South Dakota 87.6 91 MEDICA INSURANCE COMPANY 86 HUMANA INSURANCE COMPANY, UNITEDHEALTHCARE INSURANCE COMPANY 81 81 HUMANA INSURANCE COMPANY 81 HUMANA INSURANCE COMPANY
Tennessee 87.67 90 BLUECROSS BLUESHIELD OF TENNESSEE, INC., HEALTHSPRING OF TENNESSEE, INC. 85 UNITEDHEALTHCARE PLAN OF THE RIVER VALLEY, INC. 83.4 86 BLUECROSS BLUESHIELD OF TENNESSEE, INC. 80 AMERIGROUP TENNESSEE, INC.
Texas 87.74 95 UNITEDHEALTHCARE INSURANCE COMPANY 82 HEALTHSPRING LIFE & HEALTH INSURANCE COMPANY, INC. 85.29 90 SCOTT AND WHITE HEALTH PLAN 77 AMERIGROUP TEXAS, INC.
Utah 87.67 92 REGENCE BLUECROSS BLUESHIELD OF UTAH 83 HUMANA INSURANCE COMPANY 82.5 86 UNITEDHEALTHCARE OF UTAH, INC. 79 HUMANA MEDICAL PLAN OF UTAH, INC.
Vermont 87.83 93 MVP HEALTH PLAN, INC. 84 UNITEDHEALTHCARE INSURANCE COMPANY 86 87 MVP HEALTH PLAN, INC. 85 HUMANA INSURANCE COMPANY
Virginia 87.84 95 UNITEDHEALTHCARE INSURANCE COMPANY 85 HUMANA INSURANCE COMPANY, UNITEDHEALTHCARE PLAN OF THE RIVER VALLEY, INC. 84.1 89 UNITEDHEALTHCARE INSURANCE COMPANY 81 HUMANA INSURANCE COMPANY
Washington 89.35 94 KAISER FOUNDATION HP OF THE N W, PROVIDENCE HEALTH PLAN 84 ARCADIAN HEALTH PLAN, INC. 85.88 93 KAISER FOUNDATION HP OF THE N W 79 HEALTH NET LIFE INSURANCE COMPANY
Washington D.C. 87.33 89 AETNA LIFE INSURANCE COMPANY 86 BRAVO HEALTH MID-ATLANTIC, INC. 82 82 KAISER FNDN HP OF THE MID-ATLANTIC STS 82 KAISER FNDN HP OF THE MID-ATLANTIC STS
West Virginia 89.13 94 UPMC HEALTH BENEFITS, INC. 85 HUMANA INSURANCE COMPANY 81 81 HUMANA INSURANCE COMPANY 81 HUMANA INSURANCE COMPANY
Wisconsin 88.56 95 GUNDERSEN HEALTH PLAN 79 ANTHEM INSURANCE COMPANIES, INC. 83.5 89 UCARE HEALTH, INC. 78 HUMANA INSURANCE COMPANY
Wyoming 87.5 89 ALTIUS HEALTH PLANS, INC. 86 UNITEDHEALTHCARE INSURANCE COMPANY - - - - -

Information Accuracy

Calling a Medicare Advantage plan is a waste of time if the answer to an enrollee’s question is incorrect. Accordingly, the government monitors the accuracy of information provided to members by periodically calling the plan with questions. The resulting accuracy rate is the number of test questions answered correctly divided by the total number of test questions.

For the information accuracy rate of health plans, Maryland had the lowest average (77.6%), while Maine and Ohio had the highest (87%). For drug plans, Puerto Rico again had the lowest average accuracy rate (71.83%) and Kentucky had the highest (90.4%). Twelve states and Puerto Rico had a Medicare Advantage contract with an accuracy rate for health plans below the compliance standard of 75%. Moreover twenty-five states and Puerto Rico had a Medicare Advantage contract with an accuracy rate for drug plans below 75%.

Accuracy Rates by State

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State Average Health Plan Accuracy Rate (%) Highest Health Plan Accuracy Rate (%) Contract Name(s) Lowest Health Plan Accuracy Rate (%) Contract Name(s) Average Drug Plan Accuracy Rate (%) Highest Drug Plan Accuracy Rate (%) Contract Name(s) Lowest Drug Plan Accuracy Rate (%) Contract Name(s)
Alabama 85.73 87 HUMANA INSURANCE COMPANY, BLUE CROSS AND BLUE SHIELD OF ALABAMA, VIVA HEALTH, INC., HUMANA HEALTH PLAN, INC. 81 WINDSOR HEALTH PLAN, INC. 86.73 92 HUMANA INSURANCE COMPANY, HUMANA HEALTH PLAN, INC. 80 HEALTHSPRING OF ALABAMA, INC.
Arizona 85.38 90 THE PYRAMID LIFE INSURANCE COMPANY 76 ABRAZO ADVANTAGE HEALTH PLAN 85.13 92 HUMANA HEALTH PLAN, INC., HUMANA INSURANCE COMPANY 70 HEALTH NET OF ARIZONA, INC.
Arkansas 86.89 90 THE PYRAMID LIFE INSURANCE COMPANY, USABLE MUTUAL INSURANCE COMPANY 81 WINDSOR HEALTH PLAN, INC. 89 94 USABLE MUTUAL INSURANCE COMPANY 81 CARE IMPROVEMENT PLUS SOUTH CENTRAL INSURANCE CO.
California 85.08 93 GOLDEN STATE MEDICARE HEALTH PLAN 75 UNIVERSAL CARE, INC. 83.52 92 HUMANA HEALTH PLAN OF CALIFORNIA, INC., ANTHEM BLUE CROSS LIFE AND HEALTH INS COMPANY, CENTRAL HEALTH PLAN OF CALIFORNIA, INC., BLUE CROSS OF CALIFORNIA, HUMANA INSURANCE COMPANY, ARCADIAN HEALTH PLAN, INC. 70 HEALTH NET LIFE INSURANCE COMPANY, HEALTH NET OF CALIFORNIA,INC.
Colorado 83.38 90 THE PYRAMID LIFE INSURANCE COMPANY 38 UNITEDHEALTHCARE INSURANCE COMPANY 84.15 92 HUMANA INSURANCE COMPANY, HUMANA HEALTH PLAN, INC. 56 UNITEDHEALTHCARE INSURANCE COMPANY
Connecticut 86.44 89 AETNA LIFE INSURANCE COMPANY, AETNA HEALTH, INC. (CT) 83 OXFORD HEALTH PLANS (CT), INC., UNITEDHEALTHCARE INSURANCE COMPANY 86.11 92 ANTHEM HEALTH PLANS, INC. 82 OXFORD HEALTH PLANS (CT), INC., UNITEDHEALTHCARE INSURANCE COMPANY
Delaware 86.67 89 AETNA LIFE INSURANCE COMPANY, AETNA HEALTH, INC. (PA) 82 BRAVO HEALTH MID-ATLANTIC, INC. 82 85 AETNA LIFE INSURANCE COMPANY, AETNA HEALTH, INC. (PA) 76 BRAVO HEALTH MID-ATLANTIC, INC.
Florida 83.91 91 CAREPLUS HEALTH PLANS, INC. 68 FLORIDA HEALTHCARE PLUS, INC. 84.34 93 PREFERRED CARE PARTNERS INC. 50 FLORIDA HEALTHCARE PLUS, INC.
Georgia 86.67 90 THE PYRAMID LIFE INSURANCE COMPANY 83 UNITEDHEALTHCARE OF GEORGIA, INC., UNITEDHEALTHCARE INSURANCE COMPANY, HEALTHSPRING LIFE & HEALTH INSURANCE COMPANY, INC. 87.08 92 COVENTRY HEALTH CARE OF GEORGIA, INC., BLUE CROSS BLUE SHIELD HEALTHCARE PLAN OF GEORGIA, BLUE CROSS AND BLUE SHIELD OF GEORGIA, INC., HUMANA EMPLOYERS HEALTH PLAN OF GEORGIA, INC., COVENTRY HEALTH AND LIFE INSURANCE COMPANY, HUMANA INSURANCE COMPANY 71 HEALTHSPRING LIFE & HEALTH INSURANCE COMPANY, INC.
Hawaii 85.78 89 HAWAII MEDICAL SERVICE ASSOCIATION 83 ALOHACARE, UNITEDHEALTHCARE INSURANCE COMPANY 85 92 HUMANA INSURANCE COMPANY 81 HAWAII MEDICAL SERVICE ASSOCIATION
Idaho 85.25 91 REGENCE BLUE SHIELD OF IDAHO 81 WINDSOR HEALTH PLAN, INC. 87.75 92 HUMANA HEALTH PLAN, INC., REGENCE BLUE SHIELD OF IDAHO, HUMANA INSURANCE COMPANY 82 UNITEDHEALTHCARE INSURANCE COMPANY
Illinois 86.04 90 THE PYRAMID LIFE INSURANCE COMPANY 76 ESSENCE HEALTHCARE, INC. 86.28 93 COVENTRY HEALTH CARE OF ILLINOIS, INC. 64 HEALTHSPRING OF TENNESSEE, INC.
Indiana 86.79 90 THE PYRAMID LIFE INSURANCE COMPANY, SELECTCARE HEALTH PLANS, INC. 78 INDIANA UNIVERSITY HEALTH PLANS, INC. 86.95 92 ANTHEM INSURANCE COMPANIES, INC., HUMANA INSURANCE COMPANY, HUMANA HEALTH PLAN, INC. 63 INDIANA UNIVERSITY HEALTH PLANS, INC.
Iowa 86.2 90 THE PYRAMID LIFE INSURANCE COMPANY 83 UNITEDHEALTHCARE INSURANCE COMPANY, UNITEDHEALTHCARE PLAN OF THE RIVER VALLEY, INC., UNITEDHEALTHCARE OF THE MIDLANDS, INC., GUNDERSEN HEALTH PLAN 87.67 92 COVENTRY HEALTH CARE OF IOWA, INC., HUMANA INSURANCE COMPANY, COVENTRY HEALTH AND LIFE INSURANCE COMPANY 81 CARE IMPROVEMENT PLUS OF TEXAS INSURANCE COMPANY
Kansas 83.23 90 THE PYRAMID LIFE INSURANCE COMPANY 38 UNITEDHEALTHCARE INSURANCE COMPANY 87.08 92 HUMANA INSURANCE COMPANY, COVENTRY HEALTH AND LIFE INSURANCE COMPANY, COVENTRY HEALTH CARE OF KANSAS, INC., HUMANA HEALTH PLAN, INC. 56 UNITEDHEALTHCARE INSURANCE COMPANY
Kentucky 86.87 90 THE PYRAMID LIFE INSURANCE COMPANY 83 UNITEDHEALTHCARE OF OHIO, INC., UNITEDHEALTHCARE INSURANCE COMPANY 90.4 92 ANTHEM INSURANCE COMPANIES, INC., HUMANA INSURANCE COMPANY, ANTHEM HEALTH PLANS OF KENTUCKY, INC., HUMANA HEALTH PLAN OF OHIO, INC., HUMANA HEALTH PLAN, INC. 82 UNITEDHEALTHCARE OF OHIO, INC., UNITEDHEALTHCARE INSURANCE COMPANY
Louisiana 86 90 THE PYRAMID LIFE INSURANCE COMPANY 81 PEOPLES HEALTH, INC. 88.6 92 HUMANA INSURANCE COMPANY, HUMANA HEALTH BENEFIT PLAN OF LOUISIANA, INC. 82 UNITEDHEALTHCARE INSURANCE COMPANY
Maine 87 90 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY 83 UNITEDHEALTHCARE INSURANCE COMPANY 86.43 92 ARCADIAN HEALTH PLAN, INC. 82 UNITEDHEALTHCARE INSURANCE COMPANY
Maryland 77.6 90 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY 38 UNITEDHEALTHCARE INSURANCE COMPANY 78 88 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY 56 UNITEDHEALTHCARE INSURANCE COMPANY
Massachusetts 78.67 90 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY 38 UNITEDHEALTHCARE INSURANCE COMPANY 79.11 88 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY 56 UNITEDHEALTHCARE INSURANCE COMPANY
Michigan 80.15 90 BLUE CROSS BLUE SHIELD OF MICHIGAN, BLUE CARE NETWORK OF MICHIGAN 38 UNITEDHEALTHCARE INSURANCE COMPANY 82.62 92 HUMANA INSURANCE COMPANY 56 UNITEDHEALTHCARE INSURANCE COMPANY
Minnesota 85.2 87 MEDICA HEALTH PLANS, HUMANA INSURANCE COMPANY 81 UCARE MINNESOTA 86.4 92 HUMANA INSURANCE COMPANY 69 MEDICA HEALTH PLANS
Mississippi 86.75 90 THE PYRAMID LIFE INSURANCE COMPANY 81 WINDSOR HEALTH PLAN, INC. 88.25 92 HUMANA INSURANCE COMPANY, HUMANA MEDICAL PLAN, INC. 76 HEALTHSPRING OF TENNESSEE, INC.
Missouri 86.25 90 THE PYRAMID LIFE INSURANCE COMPANY 76 ESSENCE HEALTHCARE, INC. 88.42 92 ANTHEM INSURANCE COMPANIES, INC., COVENTRY HEALTH CARE OF MISSOURI, INC, HUMANA HEALTH PLAN, INC., COVENTRY HEALTH AND LIFE INSURANCE COMPANY, HUMANA INSURANCE COMPANY, ARCADIAN HEALTH PLAN, INC., COVENTRY HEALTH CARE OF KANSAS, INC. 81 CARE IMPROVEMENT PLUS SOUTH CENTRAL INSURANCE CO.
Montana 86.38 90 THE PYRAMID LIFE INSURANCE COMPANY 81 WINDSOR HEALTH PLAN, INC. 87.88 92 HUMANA INSURANCE COMPANY 82 UNITEDHEALTHCARE INSURANCE COMPANY
Nebraska 86.42 90 THE PYRAMID LIFE INSURANCE COMPANY 83 UNITEDHEALTHCARE INSURANCE COMPANY, UNITEDHEALTHCARE OF THE MIDLANDS, INC. 87.92 92 HUMANA INSURANCE COMPANY, COVENTRY HEALTH AND LIFE INSURANCE COMPANY, COVENTRY HEALTH CARE OF NEBRASKA, INC., HUMANA HEALTH PLAN, INC. 81 CARE IMPROVEMENT PLUS OF TEXAS INSURANCE COMPANY
Nevada 86 90 THE PYRAMID LIFE INSURANCE COMPANY 82 HEALTH PLAN OF NEVADA, INC. 86.36 92 HUMANA INSURANCE COMPANY, HUMANA HEALTH PLAN, INC. 81 CAREMORE HEALTH PLAN OF NEVADA
New Hampshire 86.17 90 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY 83 UNITEDHEALTHCARE INSURANCE COMPANY 87.33 92 HUMANA INSURANCE COMPANY, ARCADIAN HEALTH PLAN, INC. 82 UNITEDHEALTHCARE INSURANCE COMPANY
New Jersey 80.7 89 AETNA LIFE INSURANCE COMPANY, AETNA HEALTH, INC. (NJ) 38 UNITEDHEALTHCARE INSURANCE COMPANY 79.7 87 WELLCARE HEALTH PLANS OF NEW JERSEY, INC. 56 UNITEDHEALTHCARE INSURANCE COMPANY
New Mexico 84.3 87 HUMANA INSURANCE COMPANY, AMERIGROUP COMMUNITY CARE OF NEW MEXICO, INC., HUMANA HEALTH PLAN, INC. 79 LOVELACE HEALTH SYSTEM, INC. 83.2 92 HUMANA INSURANCE COMPANY, HUMANA HEALTH PLAN, INC. 71 MOLINA HEALTHCARE OF NEW MEXICO, INC.
New York 86.05 93 ATLANTIS HEALTH PLAN, INC. 68 VNS CHOICE 84.13 92 HUMANA HEALTH COMPANY OF NEW YORK, INC., EMPIRE HEALTHCHOICE ASSURANCE, INC., HUMANA INSURANCE COMPANY OF NEW YORK, ATLANTIS HEALTH PLAN, INC. 62 METROPLUS HEALTH PLAN, INC.
North Carolina 86.28 90 THE PYRAMID LIFE INSURANCE COMPANY 83 UNITEDHEALTHCARE OF NORTH CAROLINA, INC., UNITEDHEALTHCARE INSURANCE COMPANY 88 92 HUMANA MEDICAL PLAN, INC., COVENTRY HEALTH AND LIFE INSURANCE COMPANY, HUMANA INSURANCE COMPANY 81 CARE IMPROVEMENT PLUS OF TEXAS INSURANCE COMPANY
North Dakota 86.83 90 THE PYRAMID LIFE INSURANCE COMPANY 83 UNITEDHEALTHCARE INSURANCE COMPANY 85.83 92 HUMANA INSURANCE COMPANY 69 MEDICA HEALTH PLANS
Ohio 87 90 THP INSURANCE COMPANY, THE PYRAMID LIFE INSURANCE COMPANY, HEALTH PLAN OF THE UPPER OHIO VALLEY, HOMETOWN HEALTH PLAN 81 SUMMACARE INC., PARAMOUNT CARE, INC. 89 93 AULTCARE INSURANCE COMPANY 80 PARAMOUNT CARE, INC.
Oklahoma 85.94 90 TODAYS OPTIONS OF OKLAHOMA, INC., THE PYRAMID LIFE INSURANCE COMPANY 75 COMMUNITY CARE HMO, INC 86.56 92 HUMANA INSURANCE COMPANY, COVENTRY HEALTH AND LIFE INSURANCE COMPANY, COVENTRY HEALTH CARE OF KANSAS, INC. 71 HEALTHSPRING LIFE & HEALTH INSURANCE COMPANY, INC.
Oregon 84.1 91 REGENCE BLUECROSS BLUESHIELD OF OREGON 72 FAMILYCARE HEALTH PLANS, INC. 83.9 92 HUMANA MEDICAL PLAN, INC., REGENCE BLUECROSS BLUESHIELD OF OREGON, HUMANA INSURANCE COMPANY 70 HEALTH NET HEALTH PLAN OF OREGON, HEALTH NET LIFE INSURANCE COMPANY
Pennsylvania 83.96 90 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY 38 UNITEDHEALTHCARE INSURANCE COMPANY 85.15 92 HEALTHAMERICA PENNSYLVANIA, INC., HUMANA INSURANCE COMPANY, HUMANA BENEFIT PLAN OF ILLINOIS, INC., HEALTHASSURANCE PENNSYLVANIA, INC. 56 UNITEDHEALTHCARE INSURANCE COMPANY
Puerto Rico 79.25 89 HUMANA HEALTH PLANS OF PUERTO RICO, INC., HUMANA INSURANCE OF PUERTO RICO, INC. 68 PREFERRED MEDICARE CHOICE, INC. 71.83 88 HUMANA HEALTH PLANS OF PUERTO RICO, INC., HUMANA INSURANCE OF PUERTO RICO, INC. 53 FIRST MEDICAL HEALTH PLAN, INC.
Rhode Island 83.67 85 BLUE CROSS & BLUE SHIELD OF RHODE ISLAND 83 UNITEDHEALTHCARE OF NEW ENGLAND, INC., UNITEDHEALTHCARE INSURANCE COMPANY 81.67 82 UNITEDHEALTHCARE OF NEW ENGLAND, INC., UNITEDHEALTHCARE INSURANCE COMPANY 81 BLUE CROSS & BLUE SHIELD OF RHODE ISLAND
South Carolina 86.47 91 BLUECROSS AND BLUESHIELD OF SOUTH CAROLINA 81 WINDSOR HEALTH PLAN, INC. 87.8 92 HUMANA INSURANCE COMPANY, ARCADIAN HEALTH PLAN, INC., HUMANA HEALTH PLAN, INC. 81 CARE IMPROVEMENT PLUS SOUTH CENTRAL INSURANCE CO.
South Dakota 86.4 88 COVENTRY HEALTH AND LIFE INSURANCE COMPANY 83 UNITEDHEALTHCARE INSURANCE COMPANY 85.4 92 HUMANA INSURANCE COMPANY, COVENTRY HEALTH AND LIFE INSURANCE COMPANY 69 MEDICA HEALTH PLANS
Tennessee 85.6 89 AETNA HEALTH, INC. (PA) 81 WINDSOR HEALTH PLAN, INC. 84.2 92 HUMANA INSURANCE COMPANY, CARITEN HEALTH PLAN INC. 72 HEALTHSPRING OF TENNESSEE, INC.
Texas 84.41 90 SELECTCARE OF TEXAS, INC., SELECTCARE HEALTH PLANS, INC., THE PYRAMID LIFE INSURANCE COMPANY 38 UNITEDHEALTHCARE INSURANCE COMPANY 83.22 92 HUMANA INSURANCE COMPANY, HUMANA HEALTH PLAN OF TEXAS, INC., ARCADIAN HEALTH PLAN, INC., FIRST HEALTH LIFE & HEALTH INSURANCE COMPANY 56 UNITEDHEALTHCARE INSURANCE COMPANY
Utah 86.33 91 REGENCE BLUECROSS BLUESHIELD OF UTAH 82 SIERRA HEALTH AND LIFE INSURANCE COMPANY, INC. 88.83 92 HUMANA INSURANCE COMPANY, REGENCE BLUECROSS BLUESHIELD OF UTAH, HUMANA MEDICAL PLAN OF UTAH, INC., ALTIUS HEALTH PLANS, INC. 82 UNITEDHEALTHCARE OF UTAH, INC.
Vermont 86.17 90 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY 83 UNITEDHEALTHCARE INSURANCE COMPANY 86.67 92 HUMANA INSURANCE COMPANY 82 UNITEDHEALTHCARE INSURANCE COMPANY
Virginia 84.55 92 CARILION CLINIC MEDICARE RESOURCES, LLC 38 UNITEDHEALTHCARE INSURANCE COMPANY 86.35 92 HUMANA INSURANCE COMPANY, HUMANA HEALTH PLAN, INC. 56 UNITEDHEALTHCARE INSURANCE COMPANY
Washington 85.84 91 REGENCE BLUESHIELD, REGENCE BLUECROSS BLUESHIELD OF OREGON, ASURIS NORTHWEST HEALTH, REGENCE BLUE SHIELD OF IDAHO 80 SOUNDPATH HEALTH, INC. 86.58 92 HUMANA HEALTH PLAN, INC., REGENCE BLUE SHIELD OF IDAHO, REGENCE BLUESHIELD, REGENCE BLUECROSS BLUESHIELD OF OREGON, ASURIS NORTHWEST HEALTH, HUMANA INSURANCE COMPANY, ARCADIAN HEALTH PLAN, INC. 70 HEALTH NET LIFE INSURANCE COMPANY
Washington D.C. 86.67 89 AETNA LIFE INSURANCE COMPANY, AETNA HEALTH, INC. (PA) 82 BRAVO HEALTH MID-ATLANTIC, INC. 82 85 AETNA LIFE INSURANCE COMPANY, AETNA HEALTH, INC. (PA) 76 BRAVO HEALTH MID-ATLANTIC, INC.
West Virginia 86.67 90 THP INSURANCE COMPANY, HEALTH PLAN OF THE UPPER OHIO VALLEY 82 HM HEALTH INSURANCE COMPANY 88.22 92 HUMANA INSURANCE COMPANY 71 HEALTHSPRING LIFE & HEALTH INSURANCE COMPANY, INC.
Wisconsin 86.27 90 THE PYRAMID LIFE INSURANCE COMPANY, NETWORK HEALTH INSURANCE CORPORATION 81 UCARE HEALTH, INC. 87.87 92 ANTHEM INSURANCE COMPANIES, INC., HUMANA INSURANCE COMPANY, HUMANA WI HEALTH ORGANIZATION INSURANCE CORP 78 SECURITY HEALTH PLAN OF WISCONSIN, INC.
Wyoming 85.5 88 ALTIUS HEALTH PLANS, INC. 83 UNITEDHEALTHCARE INSURANCE COMPANY 87 92 ALTIUS HEALTH PLANS, INC. 82 UNITEDHEALTHCARE INSURANCE COMPANY

Waiting on the Phone for a Representative

Even though an enrollee’s call might be answered quickly, the response may be of little use if the party answering the phone is an automated voice menu that informs the caller of a wait for the next available representative. The government tracks this waiting period, known as the “hold time,” from the moment the caller finishes navigating an automated answering menu until a live person is reached.

Wyoming had the lowest average hold time for calling health plans (14.5 seconds) and Michigan had the highest average hold time (43.15 seconds). For calling drug plans, Maine had the lowest average hold time (15.71 seconds) and Michigan had the highest average hold time (43.31 seconds). Five states (Florida, Michigan, New York, Pennsylvania, and West Virginia) had a Medicare Advantage contract with an average health plan hold time that exceeded the two-minute compliance standard. The same Medicare Advantage contracts in each of those five states also had average drug plan hold times that exceeded two minutes.

Hold Times by State

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State Average Health Plan Hold Time (seconds) Highest Average Health Plan Hold Time (seconds) Contract Name(s) Lowest Average Health Plan Hold Time (seconds) Contract Name(s) Average Drug Plan Hold Time (seconds) Highest Average Drug Plan Hold Time (seconds) Contract Name(s) Lowest Average Drug Plan Hold Time (seconds) Contract Name(s)
Alabama 18.55 27 WINDSOR HEALTH PLAN, INC. 10 VIVA HEALTH, INC. 19.27 30 CARE IMPROVEMENT PLUS OF TEXAS INSURANCE COMPANY 10 VIVA HEALTH, INC.
Arizona 21.63 44 UNIVERSAL HEALTH CARE INSURANCE COMPANY 9 SCAN HEALTH PLAN ARIZONA 19.79 32 CAREMORE HEALTH PLAN OF ARIZONA, INC., UNIVERSAL HEALTH CARE INSURANCE COMPANY 9 SCAN HEALTH PLAN ARIZONA
Arkansas 17.16 27 WINDSOR HEALTH PLAN, INC. 7 USABLE MUTUAL INSURANCE COMPANY 17.68 30 CARE IMPROVEMENT PLUS SOUTH CENTRAL INSURANCE CO. 7 USABLE MUTUAL INSURANCE COMPANY
California 22.8 82 CALIFORNIA PHYSICIANS SERVICE 2 CENTRAL HEALTH PLAN OF CALIFORNIA, INC. 22.52 82 CALIFORNIA PHYSICIANS SERVICE 2 CENTRAL HEALTH PLAN OF CALIFORNIA, INC.
Colorado 22.31 55 HMO COLORADO, INC. 5 KAISER FOUNDATION HP OF CO 22.31 55 HMO COLORADO, INC. 5 KAISER FOUNDATION HP OF CO
Connecticut 23.11 42 WELLCARE OF CONNECTICUT, INC. 13 CONNECTICARE, INC. 23.11 42 WELLCARE OF CONNECTICUT, INC. 13 CONNECTICARE, INC.
Delaware 18.67 19 AETNA LIFE INSURANCE COMPANY, AETNA HEALTH, INC. (PA) 18 BRAVO HEALTH MID-ATLANTIC, INC. 18.67 19 AETNA LIFE INSURANCE COMPANY, AETNA HEALTH, INC. (PA) 18 BRAVO HEALTH MID-ATLANTIC, INC.
Florida 29.38 207 FLORIDA HEALTHCARE PLUS, INC. 6 CAPITAL HEALTH PLAN 29.26 207 FLORIDA HEALTHCARE PLUS, INC. 6 CAPITAL HEALTH PLAN
Georgia 20.46 45 KAISER FOUNDATION HP OF GA, INC. 11 COVENTRY HEALTH AND LIFE INSURANCE COMPANY, THE PYRAMID LIFE INSURANCE COMPANY 21.08 45 KAISER FOUNDATION HP OF GA, INC. 10 COVENTRY HEALTH AND LIFE INSURANCE COMPANY
Hawaii 37 112 HAWAII MEDICAL SERVICE ASSOCIATION 7 KAISER FOUNDATION HP, INC. 37 112 HAWAII MEDICAL SERVICE ASSOCIATION 7 KAISER FOUNDATION HP, INC.
Idaho 21.92 32 BLUE CROSS OF IDAHO HEALTH SERVICE, INC. 4 REGENCE BLUE SHIELD OF IDAHO 21.92 32 BLUE CROSS OF IDAHO HEALTH SERVICE, INC. 4 REGENCE BLUE SHIELD OF IDAHO
Illinois 17.23 44 UNIVERSAL HEALTH CARE INSURANCE COMPANY 5 ESSENCE HEALTHCARE, INC., HEALTH ALLIANCE MEDICAL PLANS 17.42 32 UNIVERSAL HEALTH CARE INSURANCE COMPANY 5 ESSENCE HEALTHCARE, INC., HEALTH ALLIANCE MEDICAL PLANS
Indiana 22.11 44 INDIANA UNIVERSITY HEALTH PLANS, INC. 9 SELECTCARE HEALTH PLANS, INC. 19.84 36 ANTHEM INSURANCE COMPANIES, INC. 9 SELECTCARE HEALTH PLANS, INC.
Iowa 16.93 22 CARE IMPROVEMENT PLUS OF TEXAS INSURANCE COMPANY 10 GUNDERSEN HEALTH PLAN 16.8 30 CARE IMPROVEMENT PLUS OF TEXAS INSURANCE COMPANY 10 GUNDERSEN HEALTH PLAN
Kansas 17.62 23 UNITEDHEALTHCARE INSURANCE COMPANY 11 THE PYRAMID LIFE INSURANCE COMPANY 17.31 23 UNITEDHEALTHCARE INSURANCE COMPANY 9 COVENTRY HEALTH AND LIFE INSURANCE COMPANY
Kentucky 22.67 36 ANTHEM INSURANCE COMPANIES, INC., ANTHEM HEALTH PLANS OF KENTUCKY, INC. 12 THE PYRAMID LIFE INSURANCE COMPANY 22.67 36 ANTHEM INSURANCE COMPANIES, INC., ANTHEM HEALTH PLANS OF KENTUCKY, INC. 12 THE PYRAMID LIFE INSURANCE COMPANY
Louisiana 24.77 44 UNIVERSAL HEALTH CARE INSURANCE COMPANY 12 THE PYRAMID LIFE INSURANCE COMPANY 22.08 32 WELLCARE OF LOUISIANA, INC., UNIVERSAL HEALTH CARE INSURANCE COMPANY 12 THE PYRAMID LIFE INSURANCE COMPANY
Maine 15.71 20 ARCADIAN HEALTH PLAN, INC. 10 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY 15.71 20 ARCADIAN HEALTH PLAN, INC. 10 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY
Maryland 27.38 44 UNIVERSAL HEALTH CARE INSURANCE COMPANY 10 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY 23 32 UNIVERSAL HEALTH CARE INSURANCE COMPANY 10 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY
Massachusetts 25.56 45 BCBS OF MASSACHUSETTS HMO BLUE, INC. 10 FALLON COMMUNITY HEALTH PLAN, AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY 23.67 45 BCBS OF MASSACHUSETTS HMO BLUE, INC. 10 FALLON COMMUNITY HEALTH PLAN, AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY
Michigan 43.15 136 PRIORITY HEALTH 9 HEALTHPLUS INSURANCE COMPANY, HEALTHPLUS OF MICHIGAN 43.31 136 PRIORITY HEALTH 9 HEALTHPLUS INSURANCE COMPANY, HEALTHPLUS OF MICHIGAN
Minnesota 20.4 34 MEDICA HEALTH PLANS 13 UCARE MINNESOTA 20.4 34 MEDICA HEALTH PLANS 13 UCARE MINNESOTA
Mississippi 20.23 44 UNIVERSAL HEALTH CARE INSURANCE COMPANY 11 THE PYRAMID LIFE INSURANCE COMPANY 19.31 32 UNIVERSAL HEALTH CARE INSURANCE COMPANY 11 THE PYRAMID LIFE INSURANCE COMPANY
Missouri 20.35 44 UNIVERSAL HEALTH CARE INSURANCE COMPANY 5 ESSENCE HEALTHCARE, INC. 19.54 40 HARMONY HEALTH PLAN OF ILLINOIS, INC. 5 ESSENCE HEALTHCARE, INC.
Montana 19 27 WINDSOR HEALTH PLAN, INC. 12 THE PYRAMID LIFE INSURANCE COMPANY 19 27 WINDSOR HEALTH PLAN, INC. 12 THE PYRAMID LIFE INSURANCE COMPANY
Nebraska 18.08 22 CARE IMPROVEMENT PLUS OF TEXAS INSURANCE COMPANY 12 THE PYRAMID LIFE INSURANCE COMPANY 17.33 30 CARE IMPROVEMENT PLUS OF TEXAS INSURANCE COMPANY 6 COVENTRY HEALTH CARE OF NEBRASKA, INC.
Nevada 37.53 109 HEALTH PLAN OF NEVADA, INC. 10 PACIFICARE OF NEVADA, INC. 28.93 109 HEALTH PLAN OF NEVADA, INC. 3 HOMETOWN HEALTH PLAN
New Hampshire 17.33 21 UNITEDHEALTHCARE INSURANCE COMPANY, ARCADIAN HEALTH PLAN, INC. 10 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY 17.33 21 UNITEDHEALTHCARE INSURANCE COMPANY, ARCADIAN HEALTH PLAN, INC. 10 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY
New Jersey 19 30 AMERIHEALTH HMO, INC. 5 GEISINGER HEALTH PLAN 19.2 30 AMERIHEALTH HMO, INC. 12 HORIZON HEALTHCARE OF NEW JERSEY, INC., GEISINGER HEALTH PLAN
New Mexico 27.5 85 LOVELACE HEALTH SYSTEM, INC. 13 PRESBYTERIAN INSURANCE COMPANY, INC., PRESBYTERIAN HEALTH PLAN 28.3 85 LOVELACE HEALTH SYSTEM, INC. 13 PRESBYTERIAN INSURANCE COMPANY, INC., PRESBYTERIAN HEALTH PLAN
New York 29.68 174 EXCELLUS HEALTH PLAN, INC. 0 INDEPENDENT HEALTH BENEFITS CORPORATION, INDEPENDENT HEALTH ASSOCIATION, INC. 27.93 174 EXCELLUS HEALTH PLAN, INC. 0 INDEPENDENT HEALTH BENEFITS CORPORATION, INDEPENDENT HEALTH ASSOCIATION, INC.
North Carolina 19.67 44 UNIVERSAL HEALTH CARE INSURANCE COMPANY 6 AMERICAS 1ST CHOICE INSURANCE COMPANY OF NC, INC. 18.33 32 UNIVERSAL HEALTH CARE INSURANCE COMPANY 6 AMERICAS 1ST CHOICE INSURANCE COMPANY OF NC, INC.
North Dakota 21.17 34 MEDICA HEALTH PLANS 12 THE PYRAMID LIFE INSURANCE COMPANY 21.17 34 MEDICA HEALTH PLANS 12 THE PYRAMID LIFE INSURANCE COMPANY
Ohio 24.46 47 SUMMACARE INC. 5 HOMETOWN HEALTH PLAN 23.42 47 SUMMACARE INC. 5 HOMETOWN HEALTH PLAN
Oklahoma 21.47 83 AHS - TULSA OKLAHOMA HEALTH PLAN, INC. 11 THE PYRAMID LIFE INSURANCE COMPANY 20.53 83 AHS - TULSA OKLAHOMA HEALTH PLAN, INC. 9 COVENTRY HEALTH AND LIFE INSURANCE COMPANY
Oregon 21.81 44 HEALTH NET HEALTH PLAN OF OREGON, HEALTH NET LIFE INSURANCE COMPANY 2 KAISER FOUNDATION HP OF THE N W 22.29 44 HEALTH NET HEALTH PLAN OF OREGON, HEALTH NET LIFE INSURANCE COMPANY 2 KAISER FOUNDATION HP OF THE N W
Pennsylvania 33.38 227 HIGHMARK HEALTH SERVICES 5 GEISINGER HEALTH PLAN, GEISINGER INDEMNITY INSURANCE COMPANY 33.34 227 HIGHMARK HEALTH SERVICES 8 UPMC HEALTH NETWORK, INC.
Puerto Rico 27.67 49 HUMANA HEALTH PLANS OF PUERTO RICO, INC., HUMANA INSURANCE OF PUERTO RICO, INC. 11 MCS ADVANTAGE, INC. 27.67 49 HUMANA HEALTH PLANS OF PUERTO RICO, INC., HUMANA INSURANCE OF PUERTO RICO, INC. 11 MCS ADVANTAGE, INC.
Rhode Island 19 25 BLUE CROSS & BLUE SHIELD OF RHODE ISLAND 16 UNITEDHEALTHCARE OF NEW ENGLAND, INC., UNITEDHEALTHCARE INSURANCE COMPANY 19 25 BLUE CROSS & BLUE SHIELD OF RHODE ISLAND 16 UNITEDHEALTHCARE OF NEW ENGLAND, INC., UNITEDHEALTHCARE INSURANCE COMPANY
South Carolina 20.29 44 UNIVERSAL HEALTH CARE INSURANCE COMPANY 6 AMERICAS 1ST CHOICE HEALTH PLANS, INC. 19.88 32 UNIVERSAL HEALTH CARE INSURANCE COMPANY 6 AMERICAS 1ST CHOICE HEALTH PLANS, INC.
South Dakota 22.2 34 MEDICA HEALTH PLANS 16 COVENTRY HEALTH AND LIFE INSURANCE COMPANY 21.2 34 MEDICA HEALTH PLANS 11 COVENTRY HEALTH AND LIFE INSURANCE COMPANY
Tennessee 18.8 27 WINDSOR HEALTH PLAN, INC. 14 AMERIGROUP TENNESSEE, INC., HEALTHSPRING OF TENNESSEE, INC. 18.8 27 WINDSOR HEALTH PLAN, INC. 14 AMERIGROUP TENNESSEE, INC., HEALTHSPRING OF TENNESSEE, INC.
Texas 19.75 63 UNIVERSAL HMO OF TEXAS, INC. 5 PHYSICIANS HEALTH CHOICE OF TEXAS LLC, KS PLAN ADMINISTRATORS, LLC 18.44 32 UNIVERSAL HEALTH CARE INSURANCE COMPANY, UNIVERSAL HMO OF TEXAS, INC. 5 PHYSICIANS HEALTH CHOICE OF TEXAS LLC, KS PLAN ADMINISTRATORS, LLC
Utah 31.13 96 SIERRA HEALTH AND LIFE INSURANCE COMPANY, INC. 4 REGENCE BLUECROSS BLUESHIELD OF UTAH 28.75 96 SIERRA HEALTH AND LIFE INSURANCE COMPANY, INC. 4 REGENCE BLUECROSS BLUESHIELD OF UTAH
Vermont 17.5 21 UNITEDHEALTHCARE INSURANCE COMPANY 10 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY 17.5 21 UNITEDHEALTHCARE INSURANCE COMPANY 10 AMERICAN PROGRESSIVE LIFE & HLTH INS COMPANY OF NY
Virginia 22.17 44 UNIVERSAL HEALTH CARE INSURANCE COMPANY 11 THE PYRAMID LIFE INSURANCE COMPANY 20.52 32 UNIVERSAL HEALTH CARE INSURANCE COMPANY 11 THE PYRAMID LIFE INSURANCE COMPANY
Washington 18.37 46 SOUNDPATH HEALTH, INC. 2 KAISER FOUNDATION HP OF THE N W 18.37 46 SOUNDPATH HEALTH, INC. 2 KAISER FOUNDATION HP OF THE N W
Washington D.C. 28.4 44 UNIVERSAL HEALTH CARE INSURANCE COMPANY 18 BRAVO HEALTH MID-ATLANTIC, INC. 23.8 32 UNIVERSAL HEALTH CARE INSURANCE COMPANY 18 BRAVO HEALTH MID-ATLANTIC, INC.
West Virginia 30.11 126 HM HEALTH INSURANCE COMPANY 8 UPMC HEALTH BENEFITS, INC. 30.11 126 HM HEALTH INSURANCE COMPANY 8 UPMC HEALTH BENEFITS, INC.
Wisconsin 21.07 76 SECURITY HEALTH PLAN OF WISCONSIN, INC. 4 NETWORK HEALTH INSURANCE CORPORATION 21.6 76 SECURITY HEALTH PLAN OF WISCONSIN, INC. 4 NETWORK HEALTH INSURANCE CORPORATION
Wyoming 14.5 21 UNITEDHEALTHCARE INSURANCE COMPANY 8 ALTIUS HEALTH PLANS, INC. 16.5 21 UNITEDHEALTHCARE INSURANCE COMPANY 12 ALTIUS HEALTH PLANS, INC.

Dropped Calls

Few things are as irritating for a consumer as calling a customer service number and having the call disconnected somewhere during the process. The government tracks dropped calls and produces a “disconnection rate” representing the number of calls unexpectedly dropped divided by the total number of calls.8

Wyoming was the only state with an average disconnection rate of 0% for calling Medicare Advantage health plans, while Puerto Rico had the highest average disconnection rate (1.83%). Wyoming also had a 0% average disconnection rate for calling Medicare Advantage drug plans, while DC had the highest average disconnection rate (4.41%). No states had Medicare Advantage contracts with health plan disconnection rates exceeding the compliance standard of 5%, but eighteen states had contracts with drug plan disconnection rates exceeding 5%.

Disconnection rates by state

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State Average Health Plan Disconnection Rate (%) Highest Health Plan Disconnection Rate (%) Contract Name(s) Lowest Health Plan Disconnection Rate (%) Contract Name(s) Average Drug Plan Disconnection Rate (%) Highest Drug Plan Disconnection Rate (%) Contract Name(s) Lowest Drug Plan Disconnection Rate (%) Contract Name(s)
Alabama 0.93 1.99 UNITEDHEALTHCARE OF ALABAMA, INC. 0 VIVA HEALTH, INC., BLUE CROSS AND BLUE SHIELD OF ALABAMA 0.89 1.99 UNITEDHEALTHCARE OF ALABAMA, INC. 0 VIVA HEALTH, INC., BLUE CROSS AND BLUE SHIELD OF ALABAMA
Arizona 0.86 2.76 UNITEDHEALTHCARE OF ARIZONA, INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY, WELLCARE OF TEXAS, INC., CIGNA HEALTHCARE OF ARIZONA, INC., UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC., ABRAZO ADVANTAGE HEALTH PLAN, SCAN HEALTH PLAN ARIZONA 2.35 10.83 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 0 ABRAZO ADVANTAGE HEALTH PLAN, SCAN HEALTH PLAN ARIZONA, UNITEDHEALTHCARE INSURANCE COMPANY, WELLCARE OF TEXAS, INC., CIGNA HEALTHCARE OF ARIZONA, INC.
Arkansas 1 2.66 UNITEDHEALTHCARE OF ARKANSAS, INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY, USABLE MUTUAL INSURANCE COMPANY 0.86 2.66 UNITEDHEALTHCARE OF ARKANSAS, INC. 0 COVENTRY HEALTH AND LIFE INSURANCE COMPANY, UNITEDHEALTHCARE INSURANCE COMPANY, COVENTRY HEALTH CARE OF KANSAS, INC.
California 0.6 1.53 THE PYRAMID LIFE INSURANCE COMPANY 0 UNITEDHEALTHCARE INSURANCE COMPANY, UNIVERSAL CARE, INC., GOLDEN STATE MEDICARE HEALTH PLAN, CENTRAL HEALTH PLAN OF CALIFORNIA, INC., INTER VALLEY HEALTH PLAN, INC., CITIZENS CHOICE HEALTHPLAN 0.6 1.53 THE PYRAMID LIFE INSURANCE COMPANY 0 UNITEDHEALTHCARE INSURANCE COMPANY, UNIVERSAL CARE, INC., GOLDEN STATE MEDICARE HEALTH PLAN, CENTRAL HEALTH PLAN OF CALIFORNIA, INC., INTER VALLEY HEALTH PLAN, INC., CITIZENS CHOICE HEALTHPLAN
Colorado 1.15 2.5 KAISER FOUNDATION HP OF CO, HMO COLORADO, INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY, COLORADO ACCESS 1.15 2.5 KAISER FOUNDATION HP OF CO, HMO COLORADO, INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY, COLORADO ACCESS
Connecticut 0.9 2.5 OXFORD HEALTH PLANS (CT), INC., UNITEDHEALTHCARE INSURANCE COMPANY 0 CONNECTICARE, INC., ANTHEM HEALTH PLANS, INC. 0.9 2.5 OXFORD HEALTH PLANS (CT), INC., UNITEDHEALTHCARE INSURANCE COMPANY 0 CONNECTICARE, INC., ANTHEM HEALTH PLANS, INC.
Delaware 0.32 0.38 AETNA LIFE INSURANCE COMPANY, AETNA HEALTH, INC. (PA) 0.19 BRAVO HEALTH MID-ATLANTIC, INC. 0.32 0.38 AETNA LIFE INSURANCE COMPANY, AETNA HEALTH, INC. (PA) 0.19 BRAVO HEALTH MID-ATLANTIC, INC.
Florida 0.76 2.5 UNITEDHEALTHCARE INSURANCE COMPANY, UNITEDHEALTHCARE OF FLORIDA, INC. 0 SIMPLY HEALTHCARE PLANS, INC., AMERIGROUP FLORIDA, INC., COVENTRY HEALTH PLAN OF FLORIDA, INC., HEALTHSUN HEALTH PLANS, INC., COVENTRY SUMMIT HEALTH PLAN, INC., HEALTH FIRST HEALTH PLANS, AVMED, INC., PREFERRED CARE PARTNERS INC., COVENTRY HEALTH CARE OF FLORIDA, INC., OPTIMUM HEALTHCARE, INC., UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC., PHYSICIANS UNITED PLAN, INC., FLORIDA HEALTH CARE PLAN, INC. 1.76 10.83 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC., UNIVERSAL HEALTH CARE, INC. 0 SIMPLY HEALTHCARE PLANS, INC., AMERIGROUP FLORIDA, INC., COVENTRY HEALTH PLAN OF FLORIDA, INC., HEALTHSUN HEALTH PLANS, INC., COVENTRY SUMMIT HEALTH PLAN, INC., HEALTH FIRST HEALTH PLANS, AVMED, INC., PREFERRED CARE PARTNERS INC., COVENTRY HEALTH CARE OF FLORIDA, INC., OPTIMUM HEALTHCARE, INC., FLORIDA HEALTH CARE PLAN, INC., PHYSICIANS UNITED PLAN, INC.
Georgia 0.92 2.5 UNITEDHEALTHCARE INSURANCE COMPANY 0 AMGP GEORGIA MANAGED CARE COMPANY, INC., UNITEDHEALTHCARE INSURANCE COMPANY, BLUE CROSS AND BLUE SHIELD OF GEORGIA, INC., BLUE CROSS BLUE SHIELD HEALTHCARE PLAN OF GEORGIA 0.83 2.5 UNITEDHEALTHCARE INSURANCE COMPANY 0 AMGP GEORGIA MANAGED CARE COMPANY, INC., COVENTRY HEALTH CARE OF GEORGIA, INC., BLUE CROSS BLUE SHIELD HEALTHCARE PLAN OF GEORGIA, BLUE CROSS AND BLUE SHIELD OF GEORGIA, INC., COVENTRY HEALTH AND LIFE INSURANCE COMPANY, UNITEDHEALTHCARE INSURANCE COMPANY
Hawaii 1.49 2.83 UNITEDHEALTHCARE INSURANCE COMPANY 0 KAISER FOUNDATION HP, INC., UNITEDHEALTHCARE INSURANCE COMPANY 1.49 2.83 UNITEDHEALTHCARE INSURANCE COMPANY 0 KAISER FOUNDATION HP, INC., UNITEDHEALTHCARE INSURANCE COMPANY
Idaho 0.81 2.88 UNITEDHEALTHCARE INSURANCE COMPANY 0 PACIFICSOURCE COMMUNITY HEALTH PLANS, INC., UNITEDHEALTHCARE INSURANCE COMPANY 0.81 2.88 UNITEDHEALTHCARE INSURANCE COMPANY 0 PACIFICSOURCE COMMUNITY HEALTH PLANS, INC., UNITEDHEALTHCARE INSURANCE COMPANY
Illinois 1.24 2.66 UNITEDHEALTHCARE INSURANCE COMPANY, UNITEDHEALTHCARE PLAN OF THE RIVER VALLEY, INC. 0 ESSENCE HEALTHCARE, INC. 1.41 10.26 UNIVERSAL HEALTH CARE INSURANCE COMPANY 0 COVENTRY HEALTH CARE OF MISSOURI, INC, ESSENCE HEALTHCARE, INC., COVENTRY HEALTH CARE OF ILLINOIS, INC.
Indiana 1.06 3.33 INDIANA UNIVERSITY HEALTH PLANS, INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY, SELECTCARE HEALTH PLANS, INC. 0.78 1.98 UNITEDHEALTHCARE INSURANCE COMPANY 0 INDIANA UNIVERSITY HEALTH PLANS, INC., SELECTCARE HEALTH PLANS, INC., UNITEDHEALTHCARE INSURANCE COMPANY, ADVANTAGE HEALTH SOLUTIONS, INC.
Iowa 1.33 2.8 UNITEDHEALTHCARE INSURANCE COMPANY 0 UNITEDHEALTHCARE INSURANCE COMPANY, GUNDERSEN HEALTH PLAN 1.19 2.8 UNITEDHEALTHCARE INSURANCE COMPANY 0 COVENTRY HEALTH CARE OF IOWA, INC., UNITEDHEALTHCARE INSURANCE COMPANY, GUNDERSEN HEALTH PLAN
Kansas 1.13 2.66 UNITEDHEALTHCARE INSURANCE COMPANY 0 UNITEDHEALTHCARE INSURANCE COMPANY 1 2.66 UNITEDHEALTHCARE INSURANCE COMPANY 0 COVENTRY HEALTH AND LIFE INSURANCE COMPANY, UNITEDHEALTHCARE INSURANCE COMPANY, COVENTRY HEALTH CARE OF KANSAS, INC.
Kentucky 0.99 1.98 UNITEDHEALTHCARE OF OHIO, INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY 0.99 1.98 UNITEDHEALTHCARE OF OHIO, INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY
Louisiana 0.96 1.67 WELLCARE OF LOUISIANA, INC. 0 PEOPLES HEALTH, INC., UNITEDHEALTHCARE INSURANCE COMPANY, UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC., VANTAGE HEALTH PLAN, INC. 3.13 10.83 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 0 PEOPLES HEALTH, INC., UNITEDHEALTHCARE INSURANCE COMPANY, VANTAGE HEALTH PLAN, INC.
Maine 1.02 2.5 UNITEDHEALTHCARE INSURANCE COMPANY 0.38 AETNA HEALTH, INC. (ME) 1.02 2.5 UNITEDHEALTHCARE INSURANCE COMPANY 0.38 AETNA HEALTH, INC. (ME)
Maryland 0.65 1.51 UNIVERSAL HEALTH CARE INSURANCE COMPANY 0 UNITEDHEALTHCARE INSURANCE COMPANY, UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 4.19 10.83 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY
Massachusetts 1.12 2.5 UNITEDHEALTHCARE INSURANCE COMPANY 0 UNITEDHEALTHCARE INSURANCE COMPANY, BCBS OF MASSACHUSETTS HMO BLUE, INC. 0.94 2.5 UNITEDHEALTHCARE INSURANCE COMPANY 0 UNITEDHEALTHCARE INSURANCE COMPANY, HEALTH NEW ENGLAND, INC., BCBS OF MASSACHUSETTS HMO BLUE, INC.
Michigan 0.5 1.25 HEALTH ALLIANCE PLAN OF MICHIGAN 0 UNITEDHEALTHCARE INSURANCE COMPANY, PRIORITY HEALTH, BLUE CROSS BLUE SHIELD OF MICHIGAN, HEALTHPLUS OF MICHIGAN, HEALTHPLUS INSURANCE COMPANY, BLUE CARE NETWORK OF MICHIGAN 0.67 2.12 BLUE CROSS BLUE SHIELD OF MICHIGAN 0 HEALTHPLUS INSURANCE COMPANY, BLUE CARE NETWORK OF MICHIGAN, PRIORITY HEALTH, UNITEDHEALTHCARE INSURANCE COMPANY, HEALTHPLUS OF MICHIGAN
Minnesota 0.5 1.24 HUMANA INSURANCE COMPANY 0 MEDICA HEALTH PLANS, UCARE MINNESOTA, BLUE PLUS 0.5 1.24 HUMANA INSURANCE COMPANY 0 MEDICA HEALTH PLANS, UCARE MINNESOTA, BLUE PLUS
Mississippi 1.05 1.53 THE PYRAMID LIFE INSURANCE COMPANY 0 UNITEDHEALTHCARE INSURANCE COMPANY 1.73 10.26 UNIVERSAL HEALTH CARE INSURANCE COMPANY 0 UNITEDHEALTHCARE INSURANCE COMPANY
Missouri 1.09 2.66 UNITEDHEALTHCARE INSURANCE COMPANY 0 UNITEDHEALTHCARE INSURANCE COMPANY, UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC., ESSENCE HEALTHCARE, INC. 1.67 10.83 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 0 COVENTRY HEALTH CARE OF MISSOURI, INC, COVENTRY HEALTH AND LIFE INSURANCE COMPANY, UNITEDHEALTHCARE INSURANCE COMPANY, ESSENCE HEALTHCARE, INC., COVENTRY HEALTH CARE OF KANSAS, INC.
Montana 0.8 1.53 THE PYRAMID LIFE INSURANCE COMPANY 0 NEW WEST HEALTH SERVICES, UNITEDHEALTHCARE INSURANCE COMPANY 0.8 1.53 THE PYRAMID LIFE INSURANCE COMPANY 0 NEW WEST HEALTH SERVICES, UNITEDHEALTHCARE INSURANCE COMPANY
Nebraska 1.33 2.8 UNITEDHEALTHCARE INSURANCE COMPANY 0 UNITEDHEALTHCARE INSURANCE COMPANY 1.09 2.8 UNITEDHEALTHCARE INSURANCE COMPANY 0 COVENTRY HEALTH AND LIFE INSURANCE COMPANY, UNITEDHEALTHCARE INSURANCE COMPANY, COVENTRY HEALTH CARE OF NEBRASKA, INC.
Nevada 0.72 1.74 ROCKY MOUNTAIN HOSPITAL AND MEDICAL SERVICES, INC. 0 PACIFICARE OF NEVADA, INC., HEALTH PLAN OF NEVADA, INC., UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC., HOMETOWN HEALTH PLAN 3.3 10.83 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 0 PACIFICARE OF NEVADA, INC., HEALTH PLAN OF NEVADA, INC., HOMETOWN HEALTH PLAN
New Hampshire 0.86 1.44 ARCADIAN HEALTH PLAN, INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY 0.86 1.44 ARCADIAN HEALTH PLAN, INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY
New Jersey 0.55 2.5 OXFORD HEALTH PLANS (NJ), INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY, AMERIGROUP NEW JERSEY, INC., GEISINGER HEALTH PLAN 0.51 2.5 OXFORD HEALTH PLANS (NJ), INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY, AMERIGROUP NEW JERSEY, INC., GEISINGER HEALTH PLAN
New Mexico 1.12 2.45 UNITEDHEALTHCARE INSURANCE COMPANY 0 LOVELACE HEALTH SYSTEM, INC., AMERIGROUP COMMUNITY CARE OF NEW MEXICO, INC., MOLINA HEALTHCARE OF NEW MEXICO, INC. 1.07 2.45 UNITEDHEALTHCARE INSURANCE COMPANY 0 LOVELACE HEALTH SYSTEM, INC., AMERIGROUP COMMUNITY CARE OF NEW MEXICO, INC., MOLINA HEALTHCARE OF NEW MEXICO, INC.
New York 0.66 2.5 LIBERTY HEALTH ADVANTAGE, INC., TOUCHSTONE HEALTH HMO, INC. 0 INDEPENDENT HEALTH BENEFITS CORPORATION, INDEPENDENT HEALTH ASSOCIATION, INC., CDPHP UNIVERSAL BENEFITS, INC., METROPLUS HEALTH PLAN, INC., CAPITAL DISTRICT PHYSICIANS HEALTH PLAN, INC., THE NEW YORK STATE CATHOLIC HEALTH PLAN, INC., EMPIRE HEALTHCHOICE ASSURANCE, INC., EXCELLUS HEALTH PLAN, INC., ATLANTIS HEALTH PLAN, INC., UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC., MVP HEALTH PLAN, INC., GROUP HEALTH INCORPORATED, AMERIGROUP NEW YORK, LLC 1.14 10.83 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 0 INDEPENDENT HEALTH BENEFITS CORPORATION, INDEPENDENT HEALTH ASSOCIATION, INC., METROPLUS HEALTH PLAN, INC., CUATRO LLC, THE NEW YORK STATE CATHOLIC HEALTH PLAN, INC., EMPIRE HEALTHCHOICE ASSURANCE, INC., LIBERTY HEALTH ADVANTAGE, INC., EXCELLUS HEALTH PLAN, INC., ATLANTIS HEALTH PLAN, INC., MVP HEALTH PLAN, INC., AMERIGROUP NEW YORK, LLC
North Carolina 1.23 2.5 AMERICAS 1ST CHOICE INSURANCE COMPANY OF NC, INC., UNITEDHEALTHCARE INSURANCE COMPANY 0 BLUE CROSS AND BLUE SHIELD OF NORTH CAROLINA, UNITEDHEALTHCARE INSURANCE COMPANY, UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 2.54 10.83 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 0 BLUE CROSS AND BLUE SHIELD OF NORTH CAROLINA, COVENTRY HEALTH AND LIFE INSURANCE COMPANY, UNITEDHEALTHCARE INSURANCE COMPANY
North Dakota 0.88 1.53 THE PYRAMID LIFE INSURANCE COMPANY 0 MEDICA HEALTH PLANS, UNITEDHEALTHCARE INSURANCE COMPANY 0.88 1.53 THE PYRAMID LIFE INSURANCE COMPANY 0 MEDICA HEALTH PLANS, UNITEDHEALTHCARE INSURANCE COMPANY
Ohio 0.53 1.98 UNITEDHEALTHCARE OF OHIO, INC. 0 MOUNT CARMEL HEALTH INSURANCE COMPANY, THP INSURANCE COMPANY, SUMMACARE INC., HEALTH PLAN OF THE UPPER OHIO VALLEY, UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC., MOUNT CARMEL HEALTH PLAN, INC., AULTCARE INSURANCE COMPANY, HOMETOWN HEALTH PLAN 1.32 10.83 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 0 MOUNT CARMEL HEALTH INSURANCE COMPANY, THP INSURANCE COMPANY, SUMMACARE INC., HEALTH PLAN OF THE UPPER OHIO VALLEY, COVENTRY HEALTH AND LIFE INSURANCE COMPANY, MOUNT CARMEL HEALTH PLAN, INC., AULTCARE INSURANCE COMPANY, HOMETOWN HEALTH PLAN
Oklahoma 1 2.5 TODAYS OPTIONS OF OKLAHOMA, INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY, AHS - TULSA OKLAHOMA HEALTH PLAN, INC. 1.42 10.26 UNIVERSAL HEALTH CARE INSURANCE COMPANY 0 COVENTRY HEALTH AND LIFE INSURANCE COMPANY, UNITEDHEALTHCARE INSURANCE COMPANY, AHS - TULSA OKLAHOMA HEALTH PLAN, INC., COVENTRY HEALTH CARE OF KANSAS, INC.
Oregon 0.74 2.43 UNITEDHEALTHCARE INSURANCE COMPANY 0 HEALTH PLAN OF CAREOREGON, INC., ATRIO HEALTH PLANS, MID ROGUE INDEPENDENT PHYSICIAN ASSOCIATION, PROVIDENCE HEALTH PLAN, PACIFICSOURCE COMMUNITY HEALTH PLANS, INC., PROVIDENCE HEALTH PLANS, MODA HEALTH PLAN, INC. 0.78 2.43 UNITEDHEALTHCARE INSURANCE COMPANY 0 HEALTH PLAN OF CAREOREGON, INC., ATRIO HEALTH PLANS, MID ROGUE INDEPENDENT PHYSICIAN ASSOCIATION, PACIFICSOURCE COMMUNITY HEALTH PLANS, INC., PROVIDENCE HEALTH PLANS, PROVIDENCE HEALTH PLAN
Pennsylvania 0.56 1.97 UNITEDHEALTHCARE INSURANCE COMPANY 0 KEYSTONE HEALTH PLAN CENTRAL, INC., UNITEDHEALTHCARE INSURANCE COMPANY, UNITEDHEALTHCARE OF PENNSYLVANIA, INC., GEISINGER INDEMNITY INSURANCE COMPANY, UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC., UPMC HEALTH NETWORK, INC., UPMC HEALTH PLAN, INC., GEISINGER HEALTH PLAN, QCC INSURANCE COMPANY 1.19 10.83 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 0 KEYSTONE HEALTH PLAN CENTRAL, INC., UNITEDHEALTHCARE INSURANCE COMPANY, UNITEDHEALTHCARE OF PENNSYLVANIA, INC., GEISINGER INDEMNITY INSURANCE COMPANY, HEALTHAMERICA PENNSYLVANIA, INC., QCC INSURANCE COMPANY, UPMC HEALTH NETWORK, INC., UPMC HEALTH PLAN, INC., GEISINGER HEALTH PLAN, HEALTHASSURANCE PENNSYLVANIA, INC.
Puerto Rico 1.83 4.17 MCS ADVANTAGE, INC. 0.5 AMERICAN HEALTH, INC., TRIPLE-S SALUD, INC. 1.83 4.17 MCS ADVANTAGE, INC. 0.5 AMERICAN HEALTH, INC., TRIPLE-S SALUD, INC.
Rhode Island 1.67 2.5 UNITEDHEALTHCARE OF NEW ENGLAND, INC., UNITEDHEALTHCARE INSURANCE COMPANY 0 BLUE CROSS & BLUE SHIELD OF RHODE ISLAND 1.67 2.5 UNITEDHEALTHCARE OF NEW ENGLAND, INC., UNITEDHEALTHCARE INSURANCE COMPANY 0 BLUE CROSS & BLUE SHIELD OF RHODE ISLAND
South Carolina 1.19 2.5 UNITEDHEALTHCARE INSURANCE COMPANY, AMERICAS 1ST CHOICE HEALTH PLANS, INC. 0 BLUECROSS AND BLUESHIELD OF SOUTH CAROLINA, UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 2.3 10.83 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 0 BLUECROSS AND BLUESHIELD OF SOUTH CAROLINA
South Dakota 0.75 1.25 COVENTRY HEALTH AND LIFE INSURANCE COMPANY 0 MEDICA HEALTH PLANS, UNITEDHEALTHCARE INSURANCE COMPANY 0.66 1.24 HUMANA INSURANCE COMPANY 0 MEDICA HEALTH PLANS, UNITEDHEALTHCARE INSURANCE COMPANY
Tennessee 1.39 3.23 BLUECROSS BLUESHIELD OF TENNESSEE, INC. 0 AMERIGROUP TENNESSEE, INC. 1.39 3.23 BLUECROSS BLUESHIELD OF TENNESSEE, INC. 0 AMERIGROUP TENNESSEE, INC.
Texas 0.8 2.45 UNITEDHEALTHCARE INSURANCE COMPANY 0 UNITEDHEALTHCARE INSURANCE COMPANY, CARE N CARE INSURANCE COMPANY, INC., KS PLAN ADMINISTRATORS, LLC, SELECTCARE OF TEXAS, INC., UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC., SHA, L.L.C, SELECTCARE HEALTH PLANS, INC., AMERIGROUP TEXAS, INC. 1.86 11.06 UNIVERSAL HMO OF TEXAS, INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY, CARE N CARE INSURANCE COMPANY, INC., KS PLAN ADMINISTRATORS, LLC, SELECTCARE OF TEXAS, INC., SHA, L.L.C, SELECTCARE HEALTH PLANS, INC., AMERIGROUP TEXAS, INC.
Utah 0.9 2.88 UNITEDHEALTHCARE OF UTAH, INC. 0 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC., SIERRA HEALTH AND LIFE INSURANCE COMPANY, INC., ALTIUS HEALTH PLANS, INC. 3.35 10.83 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 0 SIERRA HEALTH AND LIFE INSURANCE COMPANY, INC., ALTIUS HEALTH PLANS, INC.
Vermont 0.83 2.5 UNITEDHEALTHCARE INSURANCE COMPANY 0 MVP HEALTH PLAN, INC., UNITEDHEALTHCARE INSURANCE COMPANY 0.83 2.5 UNITEDHEALTHCARE INSURANCE COMPANY 0 MVP HEALTH PLAN, INC., UNITEDHEALTHCARE INSURANCE COMPANY
Virginia 0.97 2.66 UNITEDHEALTHCARE PLAN OF THE RIVER VALLEY, INC. 0 ANTHEM HEALTH PLANS OF VIRGINIA, INC., PIEDMONT COMMUNITY HEALTHCARE, INC., UNITEDHEALTHCARE INSURANCE COMPANY, UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 2.16 10.83 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 0 ANTHEM HEALTH PLANS OF VIRGINIA, INC., PIEDMONT COMMUNITY HEALTHCARE, INC., UNITEDHEALTHCARE INSURANCE COMPANY, CARILION CLINIC MEDICARE RESOURCES, LLC
Washington 0.93 2.86 UNITEDHEALTHCARE INSURANCE COMPANY 0 PROVIDENCE HEALTH PLANS, GROUP HEALTH COOPERATIVE, PROVIDENCE HEALTH PLAN, GROUP HEALTH OPTIONS 0.93 2.86 UNITEDHEALTHCARE INSURANCE COMPANY 0 PROVIDENCE HEALTH PLANS, GROUP HEALTH COOPERATIVE, PROVIDENCE HEALTH PLAN, GROUP HEALTH OPTIONS
Washington D.C. 0.49 1.51 UNIVERSAL HEALTH CARE INSURANCE COMPANY 0 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 4.41 10.83 UNIVERSAL HEALTH CARE INSURANCE COMPANY, INC. 0.19 BRAVO HEALTH MID-ATLANTIC, INC.
West Virginia 0.62 1.24 HUMANA INSURANCE COMPANY 0 THP INSURANCE COMPANY, HEALTH PLAN OF THE UPPER OHIO VALLEY, UPMC HEALTH BENEFITS, INC., HM HEALTH INSURANCE COMPANY 0.62 1.24 HUMANA INSURANCE COMPANY 0 THP INSURANCE COMPANY, HEALTH PLAN OF THE UPPER OHIO VALLEY, UPMC HEALTH BENEFITS, INC., HM HEALTH INSURANCE COMPANY
Wisconsin 0.77 2.03 UNITEDHEALTHCARE OF WISCONSIN, INC. 0 SECURITY HEALTH PLAN OF WISCONSIN, INC., NETWORK HEALTH INSURANCE CORPORATION, UCARE HEALTH, INC., GUNDERSEN HEALTH PLAN, MERCYCARE HMO, INC. 0.74 2.03 UNITEDHEALTHCARE OF WISCONSIN, INC. 0 SECURITY HEALTH PLAN OF WISCONSIN, INC., NETWORK HEALTH INSURANCE CORPORATION, UCARE HEALTH, INC., GUNDERSEN HEALTH PLAN, MERCYCARE HMO, INC.
Wyoming 0 0 UNITEDHEALTHCARE INSURANCE COMPANY, ALTIUS HEALTH PLANS, INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY, ALTIUS HEALTH PLANS, INC. 0 0 UNITEDHEALTHCARE INSURANCE COMPANY, ALTIUS HEALTH PLANS, INC. 0 UNITEDHEALTHCARE INSURANCE COMPANY, ALTIUS HEALTH PLANS, INC.

Conclusion

The optimal use of a Medicare Advantage plan is closely tied to strong customer service. Health insurance is a complex service with myriad details regarding items such as medical out-of-pocket costs, benefits, in-network healthcare providers, and drug formularies. Given that Medicare Advantage plans serve a predominantly senior population9 who are more likely to use medical services and medications frequently, accurate information that can be reliably accessed in a timely fashion is crucial. Poor customer service, such as inaccurate answers to questions, dropped calls, or unacceptably long hold times, can result in incorrect healthcare choices and paying a price monetarily or physically.

Methodology

Customer service performance measures for each 2013 Medicare Advantage contract were from the 2014 Medicare Part C and D Performance Data.10 Records for companies with Medicare Advantage contracts containing no data were not included in the analysis. The states in which contracts were present were from the 2013 MA Landscape Source Files.11 Company averages for each performance measure were calculated across Medicare Advantage contracts that listed the company as their Parent Organization. State averages for each performance measure were calculated across Medicare Advantage contracts present in the state.

Medicare Advantage companies present in at least two states were ranked in order of their performances for each of the customer service measures. An average rank was computed for each company, and then the companies were assigned an overall ranking in order of their average rank. If a company did not have data for one or more performance measures, then their average rank was calculated only over the categories for which the company had data.

AUTHORS

This analysis was written by Jesse Geneson, data researcher at HealthPocket, and Kev Coleman, Head of Research & Data at HealthPocket. Correspondence regarding this study can be directed to Mr. Geneson at jesse.geneson@healthpocket.com.

Sources:

1Medicare Advantage Fact Sheet. Kaiser Family Foundation. May 1, 2014. http://kff.org/medicare/fact-sheet/medicare-advantage-fact-sheet/
2HealthPocket examined the prevalence of vision, hearing, and dental coverage in Medicare Advantage plans in an earlier study.
Jesse Geneson, Kev Coleman. 97% of Medicare Advantage Plans Provide More Medical Benefits Than Original Medicare. April 16, 2014. /healthcare-research/infostat/medicare-advantage-extra-benefits-supplemental-benefits
3The data on call center performance measures is for 2013 Medicare Advantage plans. Exact timeframes for each performance measure can be found in the CMS documents “Medicare 2014 Part C & D Display Measure Technical Notes” last updated December 12, 2013 and “Medicare 2014 Part C & D Star Rating Technical Notes” last updated April 2, 2014.
4Consumer assessment scores for drug plans are numbers between 0 and 100 (higher is better) based on enrollee responses to the following questions: In the last 6 months, how often did your health plan’s customer service give you the information or help you needed about prescription drugs? In the last 6 months, how often did your plan's customer service staff treat you with courtesy and respect when you tried to get information or help about prescription drugs? In the last 6 months, how often did your health plan give you all the information you needed about which prescription medicines were covered? In the last 6 months, how often did your health plan give you all the information you needed about how much you would have to pay for your prescription medicine?
For health plans, a similar set of questions is asked in the consumer assessment: In the last 6 months, how often did your health plan’s customer service give you the information or help you needed? In the last 6 months, how often did your health plan’s customer service treat you with courtesy and respect? In the last 6 months, how often were the forms for your health plan easy to fill out?
Call center hold times were truncated to ten minutes for calls in which the call surveyor was on hold for at least ten minutes. Information on consumer assessment scores for health and drug plans comes from the CMS documents “Medicare 2014 Part C & D Display Measure Technical Notes” last updated December 12, 2013 and “Medicare 2014 Part C & D Star Rating Technical Notes” last updated April 2, 2014.
5If a Medicare Advantage organization did not have data for a particular performance measure, then that measure was not included in the average for the overall ranking.
6Marsha Gold, Gretchen Jacobson, Anthony Damico, and Tricia Neuman. Medicare Advantage 2013 Spotlight: Enrollment Market Update. http://kaiserfamilyfoundation.files.wordpress.com/2013/06/8448.pdf
7For call center accuracy rate, hold time, and disconnection rate, the CMS compliance standards were at least 75%, at most 120 seconds, and at most 5% respectively. Compliance standards were not listed for the consumer assessment score. Compliance standards are from the CMS document “Medicare 2014 Part C & D Display Measure Technical Notes” last updated December 12, 2013.
8Information on call center performance measures comes from the CMS documents “Medicare 2014 Part C & D Display Measure Technical Notes” last updated December 12, 2013 and “Medicare 2014 Part C & D Star Rating Technical Notes” last updated April 2, 2014.
9In some cases, an individual may be under the age of 65 and enrolled in a Medicare Advantage plan due to a qualifying medical disability.
10The data set is from the file 2014_Display_Measure_Output_2014_02_11.csv in the folder Display Measures 2014 of the download 2014 Part C & D Medicare Display Measures at http://www.cms.gov/Medicare/Prescription-Drug-Coverage/PrescriptionDrugCovGenIn/PerformanceData.html
11The 2013 MA Landscape Source Files are available at http://www.cms.gov/Medicare/Prescription-Drug-Coverage/PrescriptionDrugCovGenIn/

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