San Fernando Valley Business Journal

Valley Health Insurers Rank Low in Satisfaction

By Elliot Golan Monday, March 10, 2014

Health insurers in the San Fernando Valley ranked poorly in customer satisfaction compared to state competitors, according to a report released Monday.

Health Net Inc., in Woodland Hills, ranked fifth, while Anthem Blue Cross, in Thousand Oaks, ranked sixth among seven insurers in California, according to Westlake Village consultancy J.D. Power & Associates.

The annual report from J.D. Power includes surveys from more than 34,000 patients of more than 130 health plans around the country.

The study considers six factors: coverage and benefits; provider choice; information and communication; claims processing; cost; and customer service.

The overall member satisfaction average was 669 on a 1,000 point scale, leaving both local firms below average. HealthNet scored 653, while Anthem Blue Cross, a unit of Wellpoint Inc. of Indianapolis, scored 650.

The top California insurer was Kaiser Permanente, based in Oakland, at 756; and last place went to Blue Shield, based in San Francisco, at 639. Both insurers have significant market share in Southern California.