Health Insurance

The ACSI has two decades of experience analyzing customer satisfaction with health insurers serving the U.S. consumer market. Each year, the ACSI interviews hundreds of policyholders about recent experiences with their health insurer. The customer survey data serve as inputs to ACSI’s proprietary model, which embeds customer satisfaction within a series of cause-and-effect relationships.

Health Insurance Benchmarks »

Health Insurance Customer Experience Benchmarks

Unique to the health insurance industry, the ACSI captures customer opinions about critical elements of the policyholder experience, including:

    • Range of plans
    • Standard medical service coverage
    • Prescription drug coverage
    • Primary care access
    • Specialty care access
    • Understanding insurance statements
    • Submitting claims
    • Claims processing timeliness
    • Quality of mobile app
    • Reliability of mobile app
    • Call center
    • Website

ACSI Finance, Insurance, and Health Care Report 2019-2020 »

The ACSI Client Advantage

Health insurance industry clients can take advantage of ACSI's competitive and cross-industry benchmarking capabilities through two products: ACSI BenchmarkSM and ACSI DiagnosticSM.

ACSI clients gain access to confidential health insurance industry data spanning two decades, with more than 30 data points per year for the largest providers in the industry. Key metrics include customer expectations, customer perceptions about the value and quality of their actual experiences, customer complaints, and customer retention.

ACSI’s proprietary modeling helps clients gauge their own company’s performance in relation to industry peers and best-in-class companies in other industries. Health insurance clients also access ACSI’s full array of customer experience benchmarks for their own industry as well as obtain actionable data for improving the customer experience.

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