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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. City-County Councilor Angela Mansfield and Bob Lutz have a case of wishful thinking.

    They obviously don't really care about the cost.

    They should.

    Extending Federal Benefits to Same-Sex Couples Will Cost $898M, CBO Says

    http://www.foxnews.com/politics/2009/12/22/extending-federal-benefits-sex-couples-cost-m-cbo-says/

  2. Brett, be careful what you lie about, the truth always comes out.

    "IMS's George Honored: Tony George, Indianapolis Motor Speedway president and chief executive officer, received the inaugural Pioneering and Innovation Award at the Autosport Awards Dec. 5 in London for his leadership in the development of the Steel and Foam Energy Reduction (SAFER) Barrier. George received the award at the annual gala at the Grosvenor House on behalf of the creators of the SAFER Barrier from Prince Salman Bin Hamad Al Khalifa, the leader of the Bahrain International Grand Prix circuit. This is the fourth major award that has been presented to honor George and the SAFER Barrier development team. The SAFER Barrier also received the Louis Schwitzer Award, SEMA Motorsports Engineering Award and GM Racing Pioneer Award in 2002. The SAFER Barrier was installed in all four turns of the Indianapolis Motor Speedway a pioneer in safety for drivers, cars and tracks -- in time for the 86th Indianapolis 500 in 2002. It since has been installed at more than a dozen other tracks, and the latest iteration will be installed at the Speedway in the spring.(IMS PR), see more on my Indy Track News page.(12-7-2004)"

    As far as the cart safety team, I cannot find anything on its date of creation. The Delphi Safety team was created in 1996. For some reason there is not much info out there on defunct racing series.

  3. Great article Anthony. Glad IMS is finally being run like a business and not a personal check book to finance the "Vision".

    Things are looking up but 15 years of scorched earth won't be fixed overnight. Unfortunately the TV ratings are still poor and that won't change anytime soon with the brilliant 10 year contract signed under the former regime.

  4. Brett not sure why you wonder what he said in his quote. "''I would like to jump in a time machine, go back to 1995, and tell the owners and Tony George not to split,'' Franchitti said. ''As soon as my time machine is done, I know where I'm going.''"

    Pretty clear, he would love to go back and tell TG and the team owners not to split.

    I am not sure there is anyone who wanted the split, and I don't think there is anyone who would not like to go back and prevent the split. But, as has been discussed ad nauseum, without the split carts management by team owners would have run all of ow racing into bankruptcy. If cart had such a wonderful product, then losing IMS would not have forced it into bankruptcy. If NASCAR lost Daytona or Charlotte, it would not fail like cart did.

    Truth,

    So you predicted that cart would go into bankruptcy and cease to exist while Indycar would continue on? I missed that prediction.

  5. I want to live in a city that has a garage structure to be proud of for it's innovating design!

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