JD Power: Member satisfaction with Medicare Advantage plans continues to slide
Satisfaction with Medicare Advantage plans has declined for the second straight year as enrollees expect insurers to be more of a partner in their care, according to a new study from JD Power.
According to a new study by JD Power, member satisfaction with Medicare Advantage (MA) plans has continued to decline for the second consecutive year. The study revealed a dissatisfaction score of 611 on a 1,000-point scale in 2026, a 12-point decrease from 2025 and a 41-point drop from 2024. The decline was observed across various aspects of the member experience, with the most significant reductions in the perceived time and cost savings (51 points), trust level (49 points), and the coverage options tailored to individual needs (47 points).
Only 43% of enrollees strongly agreed that their plan acted as a trusted partner in their health and wellness journey.
The report highlighted that plans with better consumer experiences usually had efficient onboarding processes for new members and a consistent communication approach. Improved trust was seen when members had a thorough understanding of their coverage. Notably, 34% of new members who understood their plan well reported that their insurer prepared them for unexpected situations, and 29% felt their plan anticipated their needs.
Conversely, only 17% of new enrollees with a less clear understanding of their plan said their insurer prepared them for unforeseen events, and 16% felt their plan anticipated their needs.
JD Power's senior director of healthcare solutions, Meaghan Hafner, noted that healthcare has become more complex and costly, and Medicare Advantage plans must navigate these challenges while guiding members to optimal outcomes. Some standout performers are making improvements in member satisfaction despite the difficulties, but the majority of plans are struggling to build a solid sense of patient advocacy and trust among members.
The report also identified special needs plans as an emerging area to watch, with higher satisfaction and trust scores due to more personalized care and coordination. Implementing similar personalized experiences for other MA plans could help boost member satisfaction.
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