Newspaper article The Topeka Capital-Journal

Kansas Insurer Has Most Satisfied Customers

Newspaper article The Topeka Capital-Journal

Kansas Insurer Has Most Satisfied Customers

Article excerpt

BlueCross BlueShield of Kansas had the most satisfied customers in the region including Kansas, according to a survey from J.D. Power published Monday.

J.D. Power looked at 134 plans in 18 regions of the United States and compared them based on how satisfied their customers were with their coverage and benefits, ability to choose their health care providers, communication with their insurer, claims processing, customer service and insurance costs.

BlueCross BlueShield of Kansas scored 701 points on a 1,000- point satisfaction scale. The average for all companies nationwide was 679, which was up 10 points from the 2014 survey.

Mary Beth Chambers, spokeswoman for BlueCross BlueShield of Kansas, said the company had been in the top four since 2012, but the top ranking this year might reflect efforts it had made to promote its services and to be more involved in community events.

"We're certainly honored," she said. "Customer service and customer satisfaction always have been one of our big priorities."

Much of the nationwide increase came from more people indicating they were satisfied with communication and customer service they received from their health insurance company, with some reporting their companies had improved their websites or begun offering communication via text message. Satisfaction with the cost of insurance also increased as fewer people saw their monthly premiums increase, and some paid less out-of-pocket, according to a news release about the survey.

"Health plans have come a long way since last year as the focus has shifted toward better serving member needs and building trust. However, there is still a lot of work to do," Rick Johnson, senior director of the health care practice at J.D. Power, said in the news release. "Health plans need to take a more customer-centric approach and keep their members engaged through regular communications about programs and services available through their plan. …

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