In summer 2020, nonprofit watchdog The Leapfrog Group surveyed more than 170 employers on their satisfaction with health plans’ responsiveness, transparency, payment reform, and value. When asked to grade their health plan from A to F, overall employer respondents gave their plans a C+ (a 2.57 GPA), with United receiving the lowest grade (2.29). The grades given by employers, especially for United, are consistent with ratings from the National Committee for Quality Assurance (NCQA), which in 2019 rated more than 1,000 health insurance plans based on clinical quality, member satisfaction, and NCAQ Accreditation Survey results. The results for United plans across the country? Most were rated overall as mediocre with lower performance in the area of consumer satisfaction. It’s a sad reflection on the healthcare system that the largest health insurance company in the U.S. has among the worst ratings from its customers–and as long as they keep bringing in record profits, no real reason to change.
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