Best Health Insurance Companies: What 2020's Customer Reviews Reveal

Updated October 26, 2020

2020 Open Enrollment is just around the corner. With health care concerns from the pandemic and increased health care access concerns resulting from shutdown layoffs, health insurance's role in removing barriers to health care access is much clearer.

Since health insurance companies can change their offerings and even your current plan, you should shop around each year to make sure that you have health insurance that fits your budget and meets your needs.

For helpful information on choosing a health plan, read "4 Things to Look For in a Health Plan [Video]".

In addition to finding a good health plan, it's important to choose a trusted and reliable insurer. To help you identify the best health insurance companies to work with, we'll review what this year's customer reviews say about nine companies.

While Best Company lists more than nine health insurance companies, only these had a worthwhile number of reviews to analyze. These nine are listed from most 2020 reviews to fewest 2020 reviews.

(In other words, we're the most confident about our findings for BlueCross BlueShield because there were more reviews. We're the least confident about our findings for Molina Healthcare because there were fewer reviews to analyze.)

1. BlueCross BlueShield
2. UnitedHealthcare
3. Oscar
4. Kaiser Permanente
5. SelectHealth
6. Ambetter
7. Cigna
8. Aetna
9. Molina Healthcare

1. BlueCross BlueShield

Best Company Rank: #1
2020 Best Company User Rating: 4.10/5
2020 Review Breakdown:

• 54% 5-Star
• 24% 4-Star
• 7% 3-Star
• 7% 2-Star
• 8% 1-Star

2020 Reviews by State:

• 12% from Utah
• 8% from Texas
• 7% from Mississippi
• 6% from California
• 6% from Florida

2020 Most Common Complaint: Cost (10%)
2020 Most Common Praise: Customer Service (30%)

Coverage dissatisfaction (8%) and concerns with red tape (6%) both followed cost dissatisfaction.

Praise was much more common in BlueCross BlueSheild's 2020 reviews than complaints were. Other common praise included coverage satisfaction (22%), cost satisfaction (21%), general satisfaction (17%), network satisfaction (17%), and claims satisfaction (15%).

Note: Qualitative analysis based on a random sample of 114 out of 194 reviews left on Best Company for BlueCross BlueShield as of October 15, 2020. The analysis has a 90 percent confidence level with a 5 percent margin of error.

The quantitative data points (i.e. 2020 user score, 2020 reviews by state, 2020 geography breakdown) are based on the total number of reviews. Best Company Rank is the current ranking which considers all reviews left on a company's profile regardless of year.

Our Advice

With 78 percent of this year's reviews hitting 4 or 5 stars, BlueCross BlueShield is a great company to work with. Before enrolling in a plan, be sure you understand what's covered and what requires prior authorization. Having this understanding will help you be prepared for prior authorization and can prevent coverage concerns.

While the most common concern was cost (10%), 21 percent of reviews were happy with the cost. As you look at plans consider whether the monthly premiums fit into your budget and do your best to estimate what your out-of-pocket costs may be next year.

After evaluating BlueCross BlueShield plans, you can be confident in your insurance company choice since reviewers had more positive comments regarding customer service, provider network, coverage, and claims than negative ones.

Keep in mind that BlueCross BlueShield is a national company and works through many subsidiaries. For more specific information on the BlueCross BlueShield subsidiary in your area, look for reviews for it by name. Subsidiaries include Regence, Anthem, Florida Blue, Independence BlueCross, and others.

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2. UnitedHealthcare

Best Company Rank: #6
2020 Best Company User Rating: 3.61/5
2020 Review Breakdown:

• 51% 5-Star
• 16% 4-Star
• 2% 3-Star
• 7% 2-Star
• 25% 1-Star

2020 Reviews by State:

• 15% from Utah
• 10% from Florida
• 7% from California
• 7% from Texas
• 5% from Arizona
• 4% from New York

2020 Most Common Complaint: Customer Service (21%)
2020 Most Common Praise: Customer Service (25%)

The two other most common complaints were about claims (14%) and coverage (14%). 

Network satisfaction (14%) and general satisfaction (12%) followed praise for customer serivce.

Note: Qualitative analysis based on a random sample of 85 out of 122 reviews left on Best Company for UnitedHealthcare as of October 15, 2020. The analysis has a 90 percent confidence level with a 5 percent margin of error.

The quantitative data points (i.e. 2020 user score, 2020 review breakdown, 2020 reviews by state) are based on the total number of reviews. Best Company Rank is the current ranking which considers all reviews left on a company's profile regardless of year.

Our Advice

Based on this year's customer reviews, it's harder to give a clear recommendation of UnitedHealthcare. It's promising that a majority of its reviews (67%) are 4 or 5 stars. However, 25 percent of this year's reviews are 1 star. It's also concerning that reviewers offered more specific complaints than praise.

As with most health insurance companies, your coverage, network, and cost vary depending on the plan you choose. Health plan offerings can also vary by location.

Because of this variation, you need to review any health plan you consider carefully to ensure it covers the medical services you need. You also need to ensure that the monthly premiums fit your budget and that the health plan will help you control your out-of-pocket expenses.

Since a majority of UnitedHealthcare members reported a good experience this year, UnitedHealthcare is worth considering. However, carefully review the coverage offered in each plan you consider before you enroll. You'll want to avoid issues with claims and coverage. Double-checking that the services you need are covered will increase the odds that you'll have a good experience with UnitedHealthcare. 

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3. Oscar

Best Company Rank: #3
2020 Best Company User Rating: 3.54/5
2020 Review Breakdown:

• 42% 5-Star
• 22% 4-Star
• 7% 3-Star
• 6% 2-Star
• 23% 1-Star

2020 Reviews by State:

• 33% from Texas
• 22% from California
• 12% from Florida
• 12% from New York

2020 Most Common Complaint: Provider Network (21%)
2020 Most Common Praise: Customer Service (41%)

Poor customer service was the next most common complaint at 16 percent.

Praise was more common in Oscar reviews and included satisfaction with the app (20%), satisfaction with perks and incentives (18%), general satisfaction (14%), network satisfaction (14%), and cost satisfaction (14%).

Note: Qualitative analysis based on a random sample of 56 out of 69 reviews left on Best Company for Oscar as of October 15, 2020. The analysis has a 90 percent confidence level with a 5 percent margin of error.

The quantitative data points (i.e. 2020 user score, 2020 review breakdown, 2020 reviews by state) are based on the total number of reviews. Best Company Rank is the current ranking which considers all reviews left on a company's profile regardless of year.

Our Advice

While 64 percent of Oscar's reviews are 4 or 5 stars, 23 percent are 1 star. As you consider Oscar health plans, pay attention to the provider network in your area. Make sure that the doctors you need are reasonably close.

Fortunately, Oscar reviewers had more positive things to say than negative ones. If you're looking for a good app, nice perks and incentives, and good cost, Oscar is worth investigating further.

Again, be sure to review each plan's network, coverage, and cost to ensure that you find an affordable health plan that meets your needs.

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4. Kaiser Permanente

Best Company Rank: #4
2020 Best Company User Rating: 3.97/5
2020 Review Breakdown:

• 57% 5-Star
• 15% 4-Star
• 10% 3-Star
• 3% 2-Star
• 15% 1-Star

2020 Reviews by State:

• 41% from California
• 15% from Utah
• 7% from Colorado
• 7% from Georgia
• 5% from Oregon

2020 Most Common Complaint: Doctors and Staff (17%)
2020 Most Common Praise: Doctors and Staff (42%)

Other complaints included issues with member services or red tape (13%) and concerns that Kaiser Permanente was expensive (10%).

Other common praise included general satisfaction (17%) and convenience (12%).

Note: Qualitative analysis based on a random sample of 52 out of 61 reviews left on Best Company for Kaiser Permanente as of October 15, 2020. The analysis has a 90 percent confidence level with a 5 percent margin of error.

The quantitative data points (i.e. 2020 user score, 2020 review breakdown, 2020 reviews by state) are based on the total number of reviews. Best Company Rank is the current ranking which considers all reviews left on a company's profile regardless of year.

Our Advice

A majority of Kaiser Permanete's reviews this year were 4 or 5 stars (72%), it still received a fair number of 1-star reviews (15%). Considering other years, Kthe proportion of 5-star and 1-star reviews are similar. It's tricky to make a clear recommendation.

Kaiser Permanente stands out from other health insures because it employes doctors and runs hospitals instead of negotiating and contracting with doctors and hospitals to build a provider network.

When you enroll in a Kaiser Permanente plan, you'll be limited to its doctors, clinics, and hospitals. Since both the most common complaint and most common praise this year were about Kaiser Permanete's doctors, you'll want to know how many Kaiser Permanente facilities and doctors are in your area and how good they are to gauge how well a Kaiser Permanente plan might work for you.

You'll also want to pay attention to how your plan's coverage works and whether any services require prior authorization. Doing so will help you use your health plan better and be prepared for the prior authorization process.

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5. SelectHealth

Best Company Rank: #2
2020 Best Company User Rating: 4.41/5
2020 Review Breakdown:

• 57% 5-Star
• 33% 4-Star
• 6% 3-Star
• 2% 2-Star
• 2% 1-Star

2020 Reviews by State:

• 78% from Utah
• 8% from Minnesota
• 4% from California

2020 Most Common Complaint: Cost (8%)
2020 Most Common Praise: Customer Service and General Satisfaction (tied at 35%)

Praise was far more frequent in SelectHealth reviews than complaints. Other common praise included provider network satisfaction (29%), coverage satisfaction (27%), and clarity regarding coverage (12%).

Note: Qualitative and quantitative analysis based on 51 reviews left on Bes tCompany for SelectHealth as of October 15, 2020. Best Company Rank is the current ranking which considers all reviews left on a company's profile regardless of year.

Our Advice

SelectHealth offers health plans in Utah and Idaho. With 90 percent of this year's reviews earning 4 or 5 stars, SelectHealth is a recommended health insurer. Even though SelectHealth received only 51 customer reviews on Best Company this year, it has consistently received a high proportion of 4 and 5 star reviews.

Based on this year's reviews, you're likely to find good customer service, good provider networks, coverage, and be generally satisfied.

While 2020 SelectHealth's reviews were full of general satisfaction and praise, cost was the most common complaint. You'll want to review your health plan's costs before enrolling. Your costs include monthly premiums and out-of-pocket expenses. Review the copays or coinsurance for the health services you think you'll need next year.

Since most of this year's reviews come from Utah, it's difficult to say whether SelectHealth is as good in Idaho as it is in Utah. If you're in Idaho, review SelectHealth plans for the provider network, coverage, and cost. Compare these three aspects to plans offered by other insurers in your area to see which best meet your coverage and financial needs.

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6. Ambetter

Best Company Rank: #7
2020 Best Company User Rating: 1.98/5
2020 Review Breakdown:

• 18% 5-Star
• 7% 4-Star
• 2% 3-Star
• 2% 2-Star
• 71% 1-Star

2020 Reviews by State:

• 31% from Texas
• 14% from Georgia
• 11% from Arizona
• 11% from Florida

2020 Most Common Complaint: Coverage (36%)
2020 Most Common Praise: Customer Service (13%)

Complaints were quite common in Ambetter's reviews. Other common complaints included network dissatisfaction (27%), claims issues (24%), and poor customer service (24%).

Note: Qualitative and quantitative analysis based on 45 reviews left on Best Company for Ambetter as of October 15, 2020. Best Company Rank is the current ranking which considers all reviews left on a company's profile regardless of year.

Our Advice

Even though Ambetter received only 45 reviews this year, 71 percent of them are 1 star. Ambetter has also consistently earned a high proportion of 1-star reviews on Best Company, which means that Ambetter is not a recommended insurance company.

If you don't have another option in your area, ask questions about the provider network, the claims process, and be sure to throughoughly understand what coverage your plan offers.

Learn more about Ambetter by reading customer reviews and our expert analysis.

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7. Cigna

Best Company Rank: #5
2020 Best Company User Rating: 3.33/5
2020 Review Breakdown:

• 36% 5-Star
• 15% 4-Star
• 18% 3-Star
• 8% 2-Star
• 23% 1-Star

2020 Reviews by State:

• 27% from Utah
• 13% from Texas

2020 Most Common Complaint: Coverage (18%)
2020 Most Common Praise: Customer Service (21%)

Other complaints included network dissatisfaction (15%), cost dissatisfaction (10%), and claims dissatisfaction (10%).

Praise also included coverage satisfaction (15%) and claims satisfaction (13%).

Note: Qualitative and quantitative analysis based on 39 reviews left on Best Company for Cigna as of October 15, 2020. Best Company Rank is the current ranking which considers all reviews left on a company's profile regardless of year.

Our Advice

A clear recommendation is also difficult to make for Cigna. The insurer only received 39 reviews this year. While 51 percent of these reviews are 4-stars or 5-stars, a good chunk (23%) were 1 star.

Considering all of the reviews left on Best Company regardless of year, Cigna has received a majority of 1-star reviews (40%). 4-star and 5-star reviews account for 43 percent of Cigna's overall reviews, 20 percent and 23 percent respectively.

While it's promising that Cigna received a lower proportion of negative reviews in 2020, be careful as you look at plans from this company. Pay attention to the coverage offered, provider network, and cost to be sure you find a plan that meets your needs.

Learn more about Cigna by reading customer reviews and our expert analysis.

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8. Aetna

Best Company Rank: #8
2020 Best Company User Rating: 3.53/5
2020 Review Breakdown:

• 41% 5-Star
• 22% 4-Star
• 6% 3-Star
• 6% 2-Star
• 24% 1-Star

2020 Reviews by State:

• 15% from Florida
• 15% from Utah
• 12% from California

2020 Most Common Complaint: Claims and Customer Service (tied at 18%)
2020 Most Common Praise: Coverage (35%)

Complaints were less common. Other complaints included network dissatisfaction (6%) and general dissatisfaction (6%).

Praise also included good customer service (21%), cost satisfaction (18%), network satisfaction (18%), and plan choice (18%).

Note: Qualitative and quantitative analysis based on 34 reviews left on Best Company for Aetna as of October 15, 2020. Best Company Rank is the current ranking which considers all reviews left on a company's profile regardless of year.

Our Advice

Although Aetna received 63 percent 4-star and 5-star reviews this year, it also received a good chunck of 1-star reviews (24%). If you opt for Aetna, be prepared for potential issues with claims and customer service.

Keep in mind that Aetna doesn't offer individual and family plans. It offers Medicare and Medicaid. If you qualify for those plans and find one that meets your needs, Aetna can be a good option.

Learn more about Aetna by reading customer reviews and our expert analysis.

For specific information about Medicare, read Aetna's Medicare profile.

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9. Molina Healthcare

Best Company Rank: #15
2020 Best Company User Rating: 3.56/5
2020 Review Breakdown:

• 4% 5-star
• 13% 4-star
• 8% 3 star
• 0% 2-star
• 75% 1-star

2020 Reviews by State:

• 17% from Utah
• 17% from Washington
• 13% from South Carolina
• 13% from Texas
• 8% from Wisconsin

2020 Most Common Complaint: Coverage (38%)
2020 Most Common Praise: General Satisfaction (8%)

Other common complaints included poor customer service (33%), dissatisfaction with network (33%), issues with red tape (25%), and premium or billing difficulties (21%).

Note: Qualitative and quantitative analysis based on 24 reviews left on Best Company for Molina Healthcare as of October 15, 2020. Best Company Rank is the current ranking which considers all reviews left on a company's profile regardless of year.

Our Advice

Since the number of reviews is so small and this year's reviews are almost half of the reviews on Best Company for Molina Healthcare, it's hard to make a certain recommendation. It's concerning that 75 percent of this year's Molina Healthcare's reviews were 1 star while only 17 percent were 4 or 5 stars.

If you're considering Molina Healthcare, call your current doctors — and even doctors you may need to visit — to ask if they accept Molina Healthcare insurance plans. You'll also want to carefully review the coverage Molina's plans offer so that you know how to use your plan and how to approach prior authorization when needed.

You should also review your plan's costs, including the premium, deductible, copays, coinsurance, and out-of-pocket maximum. Keep an eye out for billing issues as well.

Learn more about Molina Healthcare by reading customer reviews and our expert analysis.

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