What You Should Know
- The Study: J.D. Power has released its 2026 U.S. Healthcare Digital Experience Study, measuring member satisfaction across five factors: visual appeal, navigation, information/content, speed, and telehealth.
- The Winners: Cigna Healthcare ranked highest among commercial plans (for the second consecutive year), followed by Premera Blue Cross and UnitedHealthcare. UPMC Health Plan took the top spot for Medicare Advantage (also its second consecutive win), followed by Healthfirst, Devoted Health, and UHC.
J.D. Power 2026 U.S. Healthcare Digital Experience Study Ranks Cigna and UPMC Highest
Over the last five years, national health insurers have poured billions of dollars into building the ultimate “digital front door.” They launched sleek mobile apps designed to help members check claims, view deductibles, and access telehealth, all with the goal of reducing expensive call center volume and driving member retention.
According to the newly released J.D. Power 2026 U.S. Healthcare Digital Experience Study, those investments are yielding wildly uneven results. While commercial plan members are increasingly adopting these tools—with usage hitting a record 38%—the senior population is quietly abandoning them. Mobile app usage among Medicare Advantage (MA) members dropped to just 20% this year. The pandemic-era surge in senior digital engagement has officially evaporated.
Cigna Healthcare ranked highest among commercial plans (for the second consecutive year), followed by Premera Blue Cross and UnitedHealthcare. UPMC Health Plan took the top spot for Medicare Advantage (also its second consecutive win), followed by Healthfirst, Devoted Health, and UHC.
“Healthcare can be an incredibly complex world to navigate, with members in a wide range of different customer segments approaching their health plan’s mobile apps and websites with varying degrees of digital sophistication,” noted Eric McCready, Director of Digital Solutions at J.D. Power.
Other key findings of the survey include:
- The Familiarity Premium: Across both populations, satisfaction increases drastically with member tenure. For example, MA members who have been with their plan for over five years scored their digital experience 102 points higher than those in their first year.
- The Loyalty Link: A great digital experience directly drives retention. Over 74% of members who reported an “excellent” digital experience say they “definitely will” continue to use the app, compared to barely 20% of those who had a poor experience.
