Medical Economics August 19, 2025
Key Takeaways
- Medicare Advantage plans experienced a 29-point drop in customer satisfaction, with a notable decline in trust due to policy changes.
- High-performing plans maintain trust by investing in digital tools, transparency, and robust member onboarding.
- Digital engagement is crucial, with high-performing plans scoring 98 points higher in digital satisfaction than lower performers.
- New members face challenges with understanding benefits and finding in-network doctors, leading to unmet expectations.
Analyst J.D. Power releases 2025 Medicare Advantage report.
Medicare Advantage this year got worse ratings for customer service from beneficiaries who said program changes are increasing their confusion and skepticism, not quality and trust.
Customer service analyst J.D. Power published its 2025 Medicare Advantage Study that noted “significant policy changes”...
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