Michigan Association of Health Plans

HAP Ranks Highest in Michigan in J.D. Power 2021 Member Satisfaction Study

Health Alliance Plan (HAP) ranked highest in member satisfaction among commercial health plans in the Michigan region, according to the J.D. Power 2021 U.S. Commercial Member Health Plan Study℠.  This marks two out of the last three years that HAP has been ranked #1 according to this study by J.D. Power. 

The study measures satisfaction based on six key factors:  billing and payment; cost; coverage and benefits; customer service; information and communication; and provider choice, as well as other key aspects of member engagement.  HAP received the highest regional score among eligible health plans and excelled in overall customer satisfaction.  HAP was the top regional performer on coverage and benefits, information and communication, billing and payment, and cost. 

The Member Health Plan Study is the result of responses from 32,066 members of 150 health plans in 22 regions throughout the U.S.  The study is based on member responses between January and March 2021, with respondents being asked to evaluate their experience over the past 12 months. 

“We are thrilled with HAP’s most recent J.D. Power honor,” said Dr. Michael Genord, president and CEO, HAP.  “One of the most gratifying things about this award is that it measures member satisfaction.  HAP’s primary goal is to put the member at the center of everything we do, so it’s encouraging to know our members are pleased enough to rank us highly.  Equally gratifying is the fact that we achieved such high scores during a year that saw Michigan hit especially hard by COVID-19.  Recognition during such difficult times is a testament to the hard work, dedication and creativity shown by the HAP team in supporting our members when they need us the most.” 

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