The trend: Consumer experiences with health insurers’ digital tools lag when compared with using websites and mobile apps in other aspects of life, according to JD Power’s 2025 US Healthcare Digital Experience Study. The research is based on evaluations from 6,259 members of the 15 largest Medicare Advantage plans and the 15 largest commercial member health plans in the US.

The study measures satisfaction with websites and digital apps across five factors (in order of importance): visual appeal, navigation, information/content, speed, and telehealth.

Digging into the data: Customer satisfaction with digital tools is higher in three other industries studied by JD Power: full-service wealth management companies, property and casualty insurers, and automotive finance companies.