Carriers also have Web woes

By Allison Bell

December 10, 2013 at 11:35 AM

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Consumers might have complaints about the exchange enrollment sites, but they hate traditional carrier websites and plan menus just as much.

ACSI, a think tank, gauges consumer opinion in a new American Customer Satisfaction Index survey report.

Index survey managers poll 70,000 customers every year about the products and services they use.

The financial services sector report includes data on banks, credit unions, property-casualty and life insurance carriers as well as health insurers.

Health insurers earned a website satisfaction score of just 73, and a score of only 71 on "range of plans available to choose from."

Website satisfaction scores for the other types of companies were 83 for life and p&c, 85 for credit unions, and 86 for banks.

The product variety satisfaction scores were 74 for life insurers, 77 for p&c, 84 for banks, and 88 for credit unions.

Health insurance ranked 37th on a list of 43 industries in terms of overall customer satisfaction, with an overall satisfaction score of 73. Credit unions tied with makers of television sets and video players for first, with a score of 85.

Life insurers, property-casualty insurers and banks also performed much better than health insurers in terms of overall satisfaction scores.

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