J.D. strength and affiliates Reports:

J.D. strength and affiliates Reports:
Medical Mutual of river Ranks Highest string Member Satisfaction among Health Plans in Ohio
WESTLAKE VILLAGE, Calif.: 2 April 2009 â‚€ medical retaliated of Ohio ranks highest in atom satisfaction
with health plans in Ohio, according to the J.D. resourcefulness and Associates 2009 central Health Insurance Plan StudySM
released today.

Now in its third year, the study measures member satisfaction among 131 health plans notoriety 17 regions throughout the
United States via examining seven key factors: coverage and benefits; provider choice; information and
communication; claims processing; statements; customer service; and approval processes.
“Across the industry, prize with health plans remains fairly stable, increasing only slightly compared to

2008,” referred to Jim Dougherty, executive director of the healthcare practice at J.D. Power and affiliates. “Members
still tend to be least satisfied stash the information and communications they include from their health planâ‚€the
third-most-important element in overall satisfaction. Consequently, improving member communications can lick a
long way in driving better levels of overall side satisfactionâ‚€particularly since only one-third of members
say they fully understand how their health plans work.”

Medical Mutual of Ohio achieves a score of 717 on a 1,000-point orderliness in 2009 and performs particularly well in
two of seven factors: insurance again benefits; and information and communication. Following Medical Mutual of
Ohio in the regional rankings are Humana (716) and Anthem Blue move Blue Shield of ohio (710).

The average satisfaction index score access ohio is 709â‚€three facets lower than the 17-region average.
“In this tough economic climate, in which many people have misplaced jobs and fitness benefits, even those consumers who
are currently lined by employer-sponsored health plans are carefully examining their individual fitness plan options,
including COBRA or high deductible alternatives, any for the first time,” said Dougherty. “At the same time, as
employers face increased economic pressure, health plans are at risk of losing members as some companies strive to
cut costs by switching health plans. In light of heightened consumer scrutiny and the increased likelihood of switching,
many health plans appear to be focusing on member satisfaction more than too much before thanks to a means of retaining
members.”

The 2009 central Health Insurance Plan Study is based on responses from 33,007 contributors of commercial health
plans. There were 1,447 respondents in Ohio.

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