Worst Performing Companies Include Several Popular Brands
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:
Out of the thirty Medicare Advantage companies that were examined, the bottom five (with the #1 rank representing the lowest customer service scores) were:
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
Click to show table (You may need to scroll sideways to see all columns)
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
Click to show table (You may need to scroll sideways to see all columns)
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.
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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