Blue Cross and Blue Shield of Illinois

 

 

March 8, 2013

BCBSIL Places in Top Three of Insure.com Customer Satisfaction Ratings for Second Year in a Row

Blue Cross and Blue Shield of Illinois (BCBSIL) has been ranked the best Blues Plan in a 2013 customer satisfaction survey and second among large health insurers in the U.S., according to a leading consumer insurance information website, Insure.com.

Also for a second year in a row, BCBSIL earned the coveted “People’s Choice” award. This award is based on the top-ranking companies for the "overall" customer satisfaction score, which combines scores for claims, customer service and value, plus the percent of customers who say they will renew their policies and recommend the company to friends.

Among health insurers, BCBSIL ranked in the top three health plans nationwide, showing strong marks for claims satisfaction and renewal scores.

The Friendly ‘Face’ of BCBSIL
"Our customer service and claim areas represent the ‘face’ of BCBSIL, serving as the important first line of contact with our customers. These professionals work directly with our members, doctors and employer groups (companies) to help them better understand our products and services and assist with timely, accurate payment of their claims, while providing a human connection at those times when it is needed most,” says Austin Waldron, BCBSIL’s senior vice president of Customer Service.

“And, with the oncoming availability of insurance to so many new members, the need for a trusted advisor to help sort out the complexities of insurance makes our customer service more valuable than ever. We’ll be there to help consumers navigate all the choices and select a plan that fits their needs.”

The People’s Choice
BCBSIL received an overall ranking of 83.31 (four out of five stars), 4.5 stars in claim processing, and four stars in both customer service and value for price. Additional survey highlights, which reflect some of the highest scores of all health insurers, are that 65 percent of BCBSIL’s customers would recommend the company to a friend and that 95 percent of its customers plan to renew.

It’s no wonder BCBSIL was only one of 20 health insurance companies to receive the People’s Choice award. Here are some of the comments Insure.com received from BCSBIL customers via the survey:

  • “They're willing to help with anything you ask about at any time.”
  • “They have great customer service.”
  • “[BCBSIL] is a fine company.”
  • “… The customer service is excellent.”
  • “Reliable.”

About the Survey
Insure.com is not affiliated with any insurance company, nor is it a health insurance producer itself. According to the company’s announcement, “We asked more than 5,600 insurance customers nationwide to rate their satisfaction … We collected ratings for 20 large companies.”

The survey broke out five measurements of customer satisfaction for large insurance companies:

  • Customer service
  • Claims experience
  • Value for the price paid
  • Percent who plan to renew their policies
  • Percent who would recommend their company

To learn more about how BCBSIL measured up, visit Insure.com’s report on Best Insurance Companies. This announcement will be shared with members in the future.

 
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A Division of Health Care Service Corporation, a Mutual Legal Reserve Company,
an Independent Licensee of the Blue Cross and Blue Shield Association.