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Blue Cross and Blue Shield of Illinois Named Top Blues Plan

Mar. 05, 2013

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

This is the second year that BCBSIL has been the top-ranking Blues plan in the country for its customer satisfaction, receiving an overall service score of 88.3 percent. Customers were asked to rate their satisfaction with BCBSIL claims processing, and awarded 4 1/2 stars (out of 5). Customers also awarded BCBSIL 4 stars for customer service.

Austin Waldron, senior vice president of Customer Service, says, "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. Employees who are part of our customer service team are extremely talented, dedicated individuals with the skills to make a difference in the lives of our customers. 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."

Insure.com is not affiliated with any insurance company, nor is it a health insurance producer itself. According to the company's announcement, "Insure.com surveyed more than 5,600 insurance customers for customer service ratings and reviews. We included the top companies by market share, but not all large companies are represented in the rankings due to lack of data." The top companies in each category earn Insure.com's "People's Choice Award."

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 insurers

Among health insurance customers, those most satisfied were those who picked based on company reputation or a recommendation from a friend (46 percent each giving 5 stars). The least satisfied were those who have a health plan chosen by their employer.

"We're not a publicly traded company, in fact, we're member owned," said Karen Atwood, president of BCBSIL, "So, to be recognized, for the second year in a row, for superior customer service and satisfaction, by our members, is indeed a high honor, one that we don’t take lightly. We're continuously working to improve how we care for our members and the communities we serve."

Insure.com provides a comprehensive array of information on life, health, auto, and home insurance. The site offers a vast library of originally authored insurance articles and decision-making tools that are not available from any other single source. Insure.com does not provide nor solicit insurance, and is not a licensed insurance producer. Insure.com is not advertising on behalf of any of the companies listed or mentioned on its site.


View 2013 News Releases