Fewer than a third of people with commercial coverage say that their plans represent a "trusted partner" in their health, according to a new report.
JD Power released its annual survey of attitudes toward commercial health plans, and found a satisfaction score of 562 on a 1,000-point scale. This represents a decline in consumer satisfaction of one point from 2025 and three from 2024, meaning scores are largely steady, according to the study.
However, the ongoing healthcare cost crisis significantly worsens consumer trust, the study found. Just 30% of enrollees view their health plan as a key partner, and many said they view insurers as focused more on cost containment rather than supporting them in their health journeys.
Perhaps unsurprisingly, member satisfaction also declines when their premiums and deductibles rise. More than half (53%) said their premiums rose and 34% said their deductibles increased this year, both of which drove drops in satisfaction scores.
"By and large, health plans are delivering on the basics, but many are failing to deliver more meaningful emotional connections with their members," said Meaghan Hafner, senior director of healthcare solutions at JD Power, in an announcement.
"Health plan members want to feel like their insurer is a trusted partner in their health and wellness," Hafner continued. "Accordingly, those that clearly communicate how their services work and deliver consistently positive experiences stand to set themselves apart from the pack."
For insurers looking to improve member satisfaction, the study identified a clear opportunity in addressing claims resolution—making the process more timely was associated with higher scores.
Only 30% of members said they had either a perfect or excellent experience with claims resolution, according to the survey. Satisfaction among people who rated their experience with claims resolution as "excellent" was scored 120 points higher than those who said they had a "great" experience, and 330 points higher than those who said their experience was either "good," "just okay" or "poor."
The study also found significant variation in consumer experience between states. Region-specific scores ranged from a high of 592 out of 1,000 to a low of 527.
This suggests there are "meaningful differences in how members experience service, communication and value across the country," per an announcement.