Dental Plan Customer Satisfaction Increases in 2018

Dentistry Today


Strongly driven by a significant increase in claims and reimbursement experience, overall customer satisfaction with dental plans has improved by 5 points on a 1,000-point scale to 775 from 2017, according to the JD Power 2018 Dental Plan Satisfaction Report.

“If dental insurers can continue to decrease the length of time it takes to resolve a problem or question a customer has, they will see satisfaction continue to climb,” said Greg Truex, managing director and healthcare practice leader at JD Power. “As these clients experience a smoother resolution process, their loyalty will improve and will more likely recommend their insurer to others.”

DentaQuest ranked highest with 805 points, performing particularly well in customer service, communication, and cost. HumanaDental came in second with 784 points, and myCignaDental was third with 782 points. 

The 2018 Dental Plan Satisfaction Report is based on responses from nearly 1,000 dental plan members. The study was fielded in October 2018. While most dental care providers included typically provide coverage through their customers’ employers, DentaQuest largely provides government plans.

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