Customer satisfaction with Medicare Advantage plans continued to decline in 2026, according to the J.D. Power U.S. Medicare Advantage Study, highlighting growing concerns around trust, affordability and the overall member experience. Overall satisfaction fell 12 points to 611 on a 1,000-point scale, bringing the cumulative decline since 2024 to 41 points. The study surveyed more than 14,500 Medicare Advantage members across 12 major U.S. markets.
Trust emerged as a significant challenge for insurers, with only 43% of members strongly agreeing that their Medicare Advantage plan acts as a trusted partner in their health and wellness. Some of the steepest declines over the past two years were associated with plans' ability to save members time and money, build trust and provide products and coverage that meet individual needs. The findings suggest members increasingly expect insurers to provide more than insurance coverage, including clearer guidance and personalized support throughout their healthcare journeys.
Effective onboarding and proactive communication were strongly associated with higher satisfaction. Members who reported having a strong understanding of their coverage were nearly twice as likely to believe their health plan anticipated their healthcare needs and prepared them for unexpected events. The findings indicate that helping members understand benefits, costs and available services early in their enrollment can have a substantial impact on their broader perception of the plan.
Special Needs Plans, including plans designed for people eligible for both Medicare and Medicaid and those managing chronic conditions, performed particularly well. These plans typically provide more intensive care coordination, personalized navigation and support for complex healthcare needs. Their stronger satisfaction and trust scores suggest that Medicare Advantage members increasingly value high-touch models that provide dedicated assistance rather than leaving individuals to navigate benefits and care independently.
Performance also varied considerably across markets. BlueCross BlueShield of Tennessee received the highest regional score at 690, followed closely by UPMC for Life in Pennsylvania at 689. Other regional leaders included Blue Cross Blue Shield of Michigan, Kaiser Permanente in California, UnitedHealthcare in several markets, Humana in Texas and Kentucky, and Aetna Medicare in Ohio.
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