Trends Report

The US Health Insurers Customer Experience Index, 2020

How US Health Insurers Improved The Quality Of Their Experiences

October 15th, 2020
Faith Adams, null
Faith Adams
Greg Barber
Sam Karpinski, null
Sam Karpinski
With contributors:
Pete Jacques , Brian Mukasa , Harley Manning , Ben Salamin , Shayna Neuburg


How customers perceive a brand influences how much they spend with the brand and whether they recommend it, as well as how likely they are to forgive the brand’s missteps. This report answers the question, “Which health insurers are providing the best customer experience (CX), and how are they improving the quality of their experiences?” We reveal the complete rankings of 16 health insurance brands that were analyzed as part of the US CX Index in 2020. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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