UnitedHealthcare Ranks Highest in Customer Satisfaction with Dental Plan Insurance

Overall Customer Satisfaction Declines, Primarily Driven by Challenges with Communication

17 Nov, 2015, 09:00 ET from J.D. Power

WESTLAKE VILLAGE, Calif., Nov. 17, 2015 /PRNewswire/ -- UnitedHealthcare ranks highest in customer satisfaction with dental plan insurers for a second consecutive year, performing particularly well in the coverage, cost, and communications factors, according to the J.D. Power 2015 Dental Plan Satisfaction ReportSM released today.

The report, now in its second year, measures customer satisfaction with dental plan insurance based on five factors (in order of importance): cost, coverage, communications, customer service and reimbursement. Satisfaction is calculated on a 1,000-point scale.

Overall satisfaction among dental plan members declines to 717 in 2015 from 723 in 2014. The decline in satisfaction is attributable to a significant 12-point drop in satisfaction with the communications factor to 690 from 702 in 2014.

"It can be challenging for dental insurance companies to communicate effectively with their members given the relationships members have with their employers, who sponsor dental plans for their employees," said Rick Johnson, director of the healthcare practice at J.D. Power. "A solid communication plan helps members better understand their dental coverage and can impact their perception of their plan's value. The employers, dental plan carriers, and members all benefit when dental insurance companies communicate with their members on a regular basis."

KEY FINDINGS

  • Communication Important to Plan Members: Across all dental plan carriers, 42% of members indicate they have not received any information about their plan from their insurer. Overall satisfaction among these members is 662, compared with 758 among those who did receive some type of information from their carrier—a 96-point gap.
  • Satisfaction Drives Plan Member Loyalty: Among dental plan members who rate their overall experience 10 (outstanding) on a 10-point scale, 87% say they "definitely will" choose their current carrier in the future, compared with the report average of 43%.
  • Outstanding Plan Experience Influences Recommendations: Among dental plan members who rate their overall experience outstanding, the average number of positive recommendations is 4, compared with 1.6 for the report average.

Dental Plan Rankings:
UnitedHealthcare (754) ranks highest, followed by DentaQuest (736).

The 2015 Dental Plan Satisfaction Report is based on responses from 2,449 dental plan members.
The study was fielded from September through October 2015.

Overall Customer Satisfaction Index Scores        


J.D. Power.com Power Circle Ratings 

(Based on a 1,000-point scale)                           



For Consumers








UnitedHealthcare Dental

754



5



DentaQuest

736



4



HumanaDental

727



3



United Concordia Dental

720



3



Report Average

717



3



Aetna Dental

714



3



MetLife Dental

709



2



Guardian Access Dental/Premier Access

706



2



myCigna Dental

701



2



Note: Report average includes dental plan providers that do not meet report requirements to be ranked individually. United Concordia scores do not include scores from BlueCross BlueShield plans that they administer

Power Circle Ratings Legend
5 – Among the best
4 – Better than most
3 – About average
2 – The rest

Award-Eligible Dental Plans Included in the Report

Company Name

Executive Name

Company Address

UnitedHealth Group Incorporated

Stephen Hemsley

Minnetonka, Minn.

Renaissance Holding Company

Robert P Mulligan

Greenwood, Ind.

DentaQuest Ventures, Inc.

Steven Pollock

Boston, Mass.

Humana Inc.

Bruce Broussard

Louisville, Ky.

United Concordia Dental

Merkel, F.G "Chip"

Harrisburg, Pa.

Aetna Inc.

Mark Bertolini

Hartford, Conn.

MetLife, Inc.

Steven Kandarian

New York, N.Y.

The Guardian Life Insurance
Company of America

Deanna Mulligan

New York, N.Y.

Cigna Corp.

David Cordani

Bloomfield, Conn.

Media Relations Contacts
John Tews; Troy, Mich.; 248-680-6218; media.relations@jdpa.com

For more information about the 2015 Dental Plan Satisfaction Report, visit
http://www.jdpower.com/industry/healthcare

About J.D. Power and Advertising/Promotional Rules www.jdpower.com/corporate 
About McGraw Hill Financial www.mhfi.com 

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SOURCE J.D. Power



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