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Poll: Anthem so-so in customer satisfaction

January 23, 2012

Anthem Blue Cross and Blue Shield ranked No. 12 in a new national customer satisfaction survey, but the poor showing doesn’t appear to threaten the Indianapolis-based company’s business success.

The ranking, based on a 4,500-customer survey by Insure.com, shows Anthem lagging such competitors as Louisville-based Humana Inc. and Minnesota-based UnitedHealthcare.

Even so, a slightly higher percentage of Anthem customers said they would renew their business with Anthem than did the customers of Humana and UnitedHealthcare.

Anthem received an overall satisfaction score of 78.3 percent, a tick behind UnitedHealthcare at 78.7 percent. Humana scored 81.9 percent.

The scores are based on consumer ratings in five categories: service, claims experience, value, percent who would recommend the company, and percent who plan to renew.

On that last category, 91 percent of Anthem customers said they would renew, compared with 90 percent for UnitedHealthcare and 84 percent for Humana.

If Anthem has any company to worry about, it’s Philadelphia-based Cigna Corp. While Cigna scored 76.2 on customer satisfaction, 93 percent of its customers said they would renew.

Anthem, a subsidiary of Indianapolis-based WellPoint Inc., operates Blue Cross or Blue Shield health insurance plans in 14 states, including Indiana. Overall, WellPoint provides health benefits to more Americans—33 million—than any other company.

In Indiana, Anthem is far and away the market leader, especially when it comes to commercial health insurance. Among employers and individuals actually buying full insurance, Anthem holds more than 60 percent of the market.

However, Anthem’s market share is lower among employers that fund their own benefits and instead hire insurance companies to be their claims processors.

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