Using government data, HealthPocket analyzed customer service in the call centers of Medicare Advantage companies. Hold times, dropped calls, accuracy of information provided, and customer satisfaction metrics were all included in the analysis of every Medicare Advantage plan that operates in multiple states. HealthPocket found low customer service scores among several large Medicare Advantage companies. While the top five companies are regional brands with lower brand recognition nationally, several of the bottom five companies are popular insurance brands. UnitedHealth Group includes the familiar AARP-branded Medicare Advantage products, and Health Net and WellCare are also Medicare Advantage brands with considerable enrollee populations. More than15% of the Medicare Advantage companies failed to meet the government standards for customer service through a call center. The following companies had the highest customer service scores:
1. HealthPartners
2. Gundersen Lutheran Health System Inc.
3. Cambia Health Solutions
4. Health Plan of the Upper Ohio Valley
5. University of Pittsburgh Medical Center The bottom five companies were:
1. Universal Health Care Group
2. Health Net
3. UnitedHealth Group
4. WellCare Health Plans
5. Munich American Holding Corporation The complete findings and methodology can be reviewed here http://www.healthpocket.com/healthcare-research/infostat/medicare-advantage-customer-service-ranking#.U-un9IURKMI.
