Buffalo, NY, March 17, 2016 – Independent Health is the highest-ranked health insurance plan for member satisfaction among Commercial Health Plans in the New York-New Jersey region, according to J.D. Power’s 2016 U.S. Member Health Plan StudySM.
This marks the fifth time in seven years that Independent Health has earned this recognition. From 2010 through 2013, Independent Health received the award from J.D. Power for ranking highest for member satisfaction in the New York-New Jersey region. Independent Health was the second highest-ranked plan in the New York-New Jersey region in both 2014 and 2015.
“Independent Health is honored to be recognized as the health plan with the highest member satisfaction in the New York-New Jersey region by an internationally-known and credible company such as J.D. Power,” said Michael W. Cropp, M.D., president and chief executive officer, Independent Health. “We have always believed it’s important to create a positive experience for our members and to engage them across various touch points—from their health and wellness needs to customer service. This year’s J.D. Power Study results reinforce our ongoing commitment of providing our members with the guidance, benefits and outstanding service they need to take charge of their own health and make better health care decisions.”
Conducted through an online survey across 18 market-based regions, J.D. Power’s annual syndicated study examines the experience of health plan members and recognizes health plans in the country that are committed to providing a high level of customer satisfaction for their members and their communities. The study surveys Commercial health plan members and ranks members’ experiences in six categories: customer service; coverage and benefits; cost; provider choice; information and communication; and claims processing.
For 2016, Independent Health scored the highest in four of six categories among the plans surveyed in the New York-New Jersey region. Independent Health's overall score was 719, which is 35 points above the regional average score of 684.
In addition, Independent Health received 5 Power Circles in the Power Circle Ratings for the J.D. Power 2016 Member Health Plan Study. This rating indicates consumers rated Independent Health “among the best” of all health plans included in the region.
“The results of the J.D. Power Study are significant because they define how well a health plan meets the needs of its customers,” said Dr. Cropp. “Our excellent service, as well as our innovative benefits and efforts to provide better coordinated care through unique partnerships with providers, help set
Independent Health apart from other health plans and will be key to our ongoing success in a challenging, complex health care environment. Through flexibility, collaboration and dedication, we will continue to serve as a leader in our industry.”
This year’s J.D. Power study is based on the responses of 31,867 members in 135 health plans throughout the United States. Results are based on experiences and perceptions of members surveyed in November and December 2015. For additional information, visit
Other honors for Independent Health
- Independent Health was 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 was among an elite group of 50 brands across nine different industries — from automotive to financial services —to earn this national recognition.
- Independent Health earned a 4.5 out of 5 rating for both its Private (Commercial) line of business and its Medicare HMO plan, from the National Committee for Quality Assurance (NCQA) Health Insurance Plan Ratings 2015-2016.
- Independent Health was the top ranked company among HMO and EPO/PPO plans in New York State with the lowest number of overall complaints filed and upheld in 2014, according to the 2015 New York State Consumer Guide to Health Insurance Companies. The New York State Department of Financial Services developed the guide, which ranks health insurance companies based on complaints in the areas of prompt pay to providers, appeals after denials for services that were not considered medically necessary, and grievances related to referrals or benefits.
- Independent Health is one of only four companies to be named “one of the best companies to work for” in New York State for the past eight years. The ranking is based on a company evaluation and associate survey conducted by Best Companies Group.