Cigna and UPMC Excel in Digital Healthcare Experience Study
By Editor • April 13, 2025 • 1 min read
Cigna Healthcare has emerged as the frontrunner for digital member satisfaction among commercial health plans, while UPMC Health Plan has topped the rankings for Medicare Advantage plans, according to a recent J.D. Power report.
The J.D. Power U.S. Healthcare Digital Experience Study evaluates satisfaction across five key factors: visual appeal, navigation, information accuracy, speed, and telehealth services. The findings are based on feedback from over 6,200 members spanning 30 major health plans.
Cigna scored 683 out of 1,000, outperforming competitors like Kaiser Foundation Health Plan and Centene, which scored 680 and 664, respectively. Conversely, CareFirst lagged with a score of 620. In the Medicare sector, UPMC led with 687 points, followed by UnitedHealthcare at 650 and Cigna at 644, while Highmark scored the lowest at 603.
Despite these achievements, the study indicated that health plans are struggling to meet digital experience expectations compared to other industries. The average score for commercial plans was 653, while Medicare Advantage plans averaged 597, significantly lower than sectors like wealth management and automotive finance.
Source: medcitynews.com
