Independent Health recognized as a J.D. Power 2014

Independent Health recognized as a J.D. Power 2014 Customer Champion

BUFFALO, N.Y., March 3, 2014 - Independent Health has been recognized as a J.D. Power 2014 Customer Champion for delivering excellence in customer service by focusing on key customer touch-points, including products, price, people, process and presentation. Independent Health is among an elite group of 50 brands across nine different industries — from automotive to financial services —to earn this national recognition.

Independent Health and the other J.D. Power 2014 Customer Champions are featured in the March 17 issue of FORTUNE Magazine, which is now available on newsstands.

“Independent Health is extremely honored to be recognized among this elite group of companies by J.D. Power as a Customer Champion,” said Michael W. Cropp, M.D., president and chief executive officer, Independent Health. “Throughout our company’s history, we have always believed it’s important to take a customer-centric approach and engage customers across various touch points—from their health and wellness needs to customer service. We believe that being recognized as a J.D. Power 2014 Customer Champion reinforces our ongoing commitment of providing our members with outstanding service and the tools and resources they need to be more involved and well informed when it comes to their health.”

The Customer Champion recognition is based on J.D. Power’s analysis of customer opinions, perceptions and feedback from its 2013 U.S. syndicated research across 600 brands, and represents the highest-performing companies in each of the analyzed industries. Independent Health is one of only five health insurance plans in the nation to receive this year’s distinction. According to Dr. Cropp, this is an especially important achievement considering the complexity of today’s health care industry.

“People are feeling overwhelmed when it comes to their health care coverage because of the amount of significant changes that have occurred due to the Affordable Care Act. Now more than ever before, health insurers need to be able to provide their customers with support and assistance so they can understand and use their coverage efficiently and effectively,” said Dr. Cropp. “One of the things we’ve seen as a result of the new health insurance marketplace is that, when it comes time to purchase health care coverage, it’s the quality of coverage and the type of service a plan can offer that are driving consumers’ decisions more than the price of the plan itself.”

In addition to being recognized as a J.D. Power 2014 Customer Champion, Independent Health has received the highest numerical score for the past four years among commercial health plans in the New York-New Jersey region in the proprietary J.D. Power 2010-2013 U.S. Member Health Plan StudySM. The annual study ranks members’ experiences in seven categories, including coverage and benefits, information and communication, provider choice, customer service, claims processing, approval process and statements.

Independent Health has also consistently been rated among the leading health plans in the country for customer service, clinical quality and member satisfaction:
  • For the fifth straight year, Independent Health was one of the highest-ranked health insurance plans in the nation for its Private (Commercial) line of business, according to the National Committee for Quality Assurance (NCQA) Health Insurance Plan Rankings 2013-2014. Independent Health received a score of 87.1 out of 100 and was ranked 31st among 569 plans. The rankings were based on clinical quality, member satisfaction and NCQA accreditation standards.
  • Independent Health also ranked in the top 10 percent nationally for its Medicare and Medicaid lines of business, according to the National Committee for Quality Assurance (NCQA) Health Insurance Plan Rankings 2013-2014.

Headquartered in Buffalo, N.Y., Independent Health is a not-for-profit health plan that began operations in 1980. Independent Health's mission is to provide health-related products that offer affordable access to quality health care. The company has continued to deliver on this mission through a long history of leadership in health care plan quality, innovation, customer satisfaction, and community support. Independent Health’s comprehensive portfolio of product and service offerings includes fully insured group products, individual plans, Medicare Advantage and Medicaid managed care plans, traditional indemnity insurance, consumer-directed plans, and self-funded administration. Independent Health's subsidiary companies include Pharmacy Benefit Dimensions, Reliance Rx, and Nova Healthcare Administrators, Inc. For more information, visit