Health Insurance
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HEALTH INSURANCE
In today’s world of health insurance, members expect and demand a seamless service experience that is empowering yet rooted in compassion. ACSI has a proven track record of extracting insights that enable health insurance organizations to improve member satisfaction and strategically move forward.
At a glance:
Health Insurance
- Inaugural year:
2001
- Updated:
annually
- Most recent data:
2026
- Companies:
8 major companies, plus aggregate of smaller insurers
Satisfaction Benchmarks by Company
Health Insurance
| Company | 2025 | 2026 | % CHANGE |
|---|---|---|---|
| Health Insurance | 76 | 75 | -1% |
| Humana | 79 | 78 | -1% |
| All Others | 75 | 77 | 3% |
| Kaiser Permanente | 77 | 77 | 0% |
| Aetna (CVS Health) | 76 | 75 | -1% |
| Blue Cross Blue Shield | 75 | 74 | -1% |
| Cigna | 74 | 74 | 0% |
| Molina | NA | 74 | NA |
| UnitedHealthcare | 77 | 74 | -4% |
| Centene | 75 | 73 | -3% |
NA = Not Available
Customer Experience Benchmarks Year-Over-Year Industry Trends
Health Insurance
| Benchmarks | 2025 | 2026 |
|---|---|---|
| Reliability of mobile app (minimal down time, crashes, lags) | 83 | 83 |
| Quality of mobile app | 83 | 82 |
| Website satisfaction | 82 | 81 |
| Access to primary care doctors | 80 | 80 |
| Access to specialty care doctors and hospitals | 79 | 79 |
| Coverage of standard medical services (office visits, tests, procedures) | 78 | 79 |
| Ease of submitting a claim | 77 | 78 |
| Timeliness of claims processing | 78 | 78 |
| Ease of understanding insurance statements | 77 | 77 |
| Prescription drug coverage | 78 | 77 |
| Call center satisfaction | 77 | 76 |
| Range of plans available | 78 | 76 |
Industry averages are weighted by companies’ market shares.
2026 results based on data collected October 2025 – September 2026.