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Overall Customer Satisfaction Declines, Primarily Driven by Challenges with Communication

WESTLAKE VILLAGE, Calif.: 17 November 2015 — UnitedHealthcare ranks highest in customer satisfaction with dental plan insurers for a second consecutive year, performing particularly well in the coverage, cost, and communications factors, according to the J.D. Power 2015 Dental Plan Satisfaction ReportSM released today.

The report, now in its second year, measures customer satisfaction with dental plan insurance based on five factors (in order of importance): cost, coverage, communications, customer service and reimbursement. Satisfaction is calculated on a 1,000-point scale.

Overall satisfaction among dental plan members declines to 717 in 2015 from 723 in 2014. The decline in satisfaction is attributable to a significant 12-point drop in satisfaction with the communications factor to 690 from 702 in 2014.

“It can be challenging for dental insurance companies to communicate effectively with their members given the relationships members have with their employers, who sponsor dental plans for their employees,” said Rick Johnson, director of the healthcare practice at J.D. Power. “A solid communication plan helps members better understand their dental coverage and can impact their perception of their plan’s value. The employers, dental plan carriers, and members all benefit when dental insurance companies communicate with their members on a regular basis.”

KEY FINDINGS

  • Communication Important to Plan Members: Across all dental plan carriers, 42% of members indicate they have not received any information about their plan from their insurer. Overall satisfaction among these members is 662, compared with 758 among those who did receive some type of information from their carrier—a 96-point gap.
  • Satisfaction Drives Plan Member Loyalty: Among dental plan members who rate their overall experience 10 (outstanding) on a 10-point scale, 87% say they “definitely will” choose their current carrier in the future, compared with the report average of 43%.
  • Outstanding Plan Experience Influences Recommendations: Among dental plan members who rate their overall experience outstanding, the average number of positive recommendations is 4, compared with 1.6 for the report average.

Dental Plan Rankings:

UnitedHealthcare (754) ranks highest, followed by DentaQuest (736).

The 2015 Dental Plan Satisfaction Report is based on responses from 2,449 dental plan members.The study was fielded from September through October 2015.

Media Relations Contacts

John Tews; Troy, Mich.; 248-680-6218; media.relations@jdpa.com

For more information about the 2015 Dental Plan Satisfaction Report,visit http://www.jdpower.com/industry/healthcare

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Media Contacts:

John Tews

Troy, Michigan

(248) 680-6218

media.relations@jdpa.com