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Poll: Anthem so-so in customer satisfaction

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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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  1. A Tilted Kilt at a water park themed hotel? Who planned that one? I guess the Dad's need something to do while the kids are on the water slides.

  2. Don't come down on the fair for offering drinks. This is a craft and certainly one that belongs in agriculture due to ingredients. And for those worrying about how much you can drink. I'm sure it's more to do with liability than anything else. They don't want people suing for being over served. If you want a buzz, do a little pre-drinking before you go.

  3. I don't drink but go into this "controlled area" so my friend can drink. They have their 3 drink limit and then I give my friend my 3 drink limit. How is the fair going to control this very likely situation????

  4. I feel the conditions of the alcohol sales are a bit heavy handed, but you need to realize this is the first year in quite some time that beer & wine will be sold at the fair. They're starting off slowly to get a gauge on how it will perform this year - I would assume if everything goes fine that they relax some of the limits in the next year or couple of years. That said, I think requiring the consumption of alcohol to only occur in the beer tent is a bit much. That is going to be an awkward situation for those with minors - "Honey, I'm getting a beer... Ok, sure go ahead... Alright see you in just a min- half an hour."

  5. This might be an effort on the part of the State Fair Board to manage the risk until they get a better feel for it. However, the blanket notion that alcohol should not be served at "family oriented" events is perhaps an oversimplification. and not too realistic. For 15 years, I was a volunteer at the Indianapolis Air Show, which was as family oriented an event as it gets. We sold beer donated by Monarch Beverage Company and served by licensed and trained employees of United Package Liquors who were unpaid volunteers. And where did that money go? To central Indiana children's charities, including Riley Hospital for Children! It's all about managing the risk.

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