MetLife Health Insurance Satisfaction Survey - Fall 2019

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MetLife Health Insurance Satisfaction Survey - Fall 2019

Prepared by: Office of Strategy Management and Institutional Effectiveness Prepared by: Office of Strategy Management and Institutional Effectiveness

O

FFICE OF

S

TRATEGY

M

ANAGEMENT AND

I

NSTITUTIONAL

E

FFECTIVENESS

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METLIFE HEALTH INSURANCE SATISFACTION SURVEY -FALL 2019 PAGE 1 OF 8

M ET L IFE H EALTH I NSURANCE S ATISFACTION S URVEY - F ALL 19

I NTRODUCTION

The purpose of this survey is to provide AUC with valuable feedback that will help inform the university's planning, services, and way forward with regards to the medical plan coverage and continuation.

M ETHODOLOGY

This survey is developed by the Office of Strategy Management and Institutional Effectiveness in cooperation with the Office of Human Resources.

The Office of Strategy Management and Institutional Effectiveness sent out 1614 invitations for the MetLife

survey on November 24

^th

, 2019. A reminder was sent out to those who did not respond to the survey on

December 1

^st

, 2019. The survey was closed on December 8

^th

, 2019. A total Reponses of 299 were received.

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M ET L IFE H EALTH C ARE R ESULTS

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Q1- Please indicate your age range.

Answer choices Percentage

20-30 years old 11%

31- 40 years old 35%

41- 50 years old 31%

More than 50 years old 24%

Answered: 299 Skipped: 0

Q2- Please indicate the number of family members (including yourself) using MetLife.

Answer choices Percentage

1 person 29%

2 persons 16%

3-4 persons 44%

More than 4 persons 11%

Q3- Please indicate your MetLife contract type.

Answer choices Percentage

Gold 96%

Green 4%

Q4- Approximately, how many times during this year last did you and/or any member of your family visit a MetLife healthcare provider?

Answer choices Cigna

0 - 5 times 41%

6 - 10 times 33%

11 - 15 times 12%

More than 15 times 13%

11%

35%

31%

24%

20-30 years old 31- 40 years old 41- 50 years old More than 50 years old

29%

44% 16%

11%

1 person 2 persons

3- 4 persons More than 4 persons

96%

4%

Gold Green

41%

33%

12%

13%

0 - 5 times 6 - 10 times 11 - 15 times More than 15 times

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Q5- Please indicate your level of agreement with following statements related to your appointments with physicians within the network:

Answer choices Strongly

Agree Agree Neutral Disagree Strongly

Disagree Weighted Average

Appointments are usually available

within reasonable amount of time. ^16% ^44% ^28% ^9% ^3% ^3.61

Waiting time in reception is

reasonable most of the time. ^9% ^36% ^32% ^15% ^8% ^3.23

Q6- Please indicate your level of agreement with the following statements related to MetLife Services.

Prior approvals/referrals are easily

handled. ^20% ^37% ^18% ^14% ^12% ^3.39

Calls to MetLife representatives are

easily conducted. ^18% ^39% ^24% ^10% ^8% ^3.5

MetLife General Practitioners (GPs) at

hospitals are supportive. ^13% ^40% ^34% ^8% ^5% ^3.5

MetLife visit hours at AUC clinics are

convenient. ^12% ^45% ^29% ^9% ^6% ^3.47

MetLife onsite doctors at AUC clinic are supportive.

23% 40% 27% 7% 3% 3.73

Privacy and confidentiality are

respected. ^27% ^44% ^25% ^2% ^2% ^3.93

Answered: 213 Skipped: 86 3.61

3.23

0 1 2 3 4 5

Appointments are usually available within reasonable amount of time.

Waiting time in reception is reasonable most of the time.

3.39 3.47

3.5 3.5

3.73 3.93

Prior approvals/referrals are easily handled.

MetLife visit hours at AUC clinics are convenient.

Calls to MetLife representatives are easily conducted.

MetLife General Practitioners (GPs) at hospitals are supportive.

MetLife onsite doctors at AUC clinic are supportive.

Privacy and confidentiality are respected.

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Q7- Please indicate your level of agreement with following statements related to your experience with claims and reimbursement (out of MetLife network)

Reimbursement process is handled

smoothly. ^13% ^35% ^38% ^8% ^7% ^3.39

Reimbursements are handled in a

professional manner. ^13% ^32% ^41% ^5% ^8% ^3.37

Suspension or refusal of

reimbursements is clearly explained to me.

11% 25% 42% 11% 11% 3.14

Reimbursements are handled within

a determined time. ^12% ^25% ^44% ^11% ^8% ^3.23

Q8- Please indicate your level of agreement with following statements related to your experience with MetLife call center.

I find the call center supportive and

helpful with my queries. ^17% ^38% ^30% ^9% ^6% ^3.52

Average speed and handling time

was convenient. ^15% ^37% ^33% ^8% ^8% ^3.45

3.23 3.37 3.39

0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 5

Suspension or refusal of reimbursements is clearly explained to me.

Reimbursements are handled within a determined time.

Reimbursements are handled in a professional manner.

Reimbursement process is handled smoothly.

3.52 3.45

0 1 2 3 4 5

I find the call center supportive and helpful with my queries.

Average speed and handling time was convenient.

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Q9- Please indicate your level of agreement with following statements related to your awareness about plan terms and conditions.

I receive enough information about

the plan's terms and conditions. ^14% ^43% ^21% ^16% ^7% ^3.42

Maximum coverage ceilings/sub-

ceilings are reasonable. ^12% ^38% ^25% ^14% ^10% ^3.28

Plan forms are easily accessed. 13% 42% 29% 9% 8% 3.42

I am aware of the services available

to me under my coverage plan. ^16% ^41% ^23% ^13% ^7% ^3.46

I am satisfied with the level of support from the Benefits team at

AUC. ^18% ^41% ^21% ^11% ^9% ^3.47

3.28 3.42 3.42 3.46 3.47

0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 5

Maximum coverage ceilings/sub-ceilings are reasonable.

I receive enough information about the plan's terms and conditions.

Plan forms are easily accessed.

I am aware of the services available to me under my coverage plan.

I am satisfied with the level of support from the Benefits team at AUC.

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Q10- Please indicate your level of agreement with following statements related to MetLife communication.

I access AUC website to get

information on MetLife. ^12% ^32% ^32% ^14% ^9% ^3.23

The information on AUC HR website are is informative and clear.

11% 31% 39% 11% 8% 3.27

I attend communication sessions that are conducted by HR.

11% 35% 31% 18% 6% 3.26

The benefits orientation sessions

are informative. ^15% ^28% ^41% ^8% ^8% ^3.33

MetLife application is useful and informative.

15% 29% 40% 7% 9% 3.34

Q11- Please indicate your overall satisfaction with the following.

Agree

Agree Neutral Disagree Strongly Disagree

Weighted Average

MetLife health care services 21% 43% 16% 9% 10% 3.56

MetLife network providers 20% 41% 20% 11% 8% 3.54

3.26 3.27 3.33 3.34

0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 5

I access AUC website to get information on MetLife.

I attend communication sessions that are conducted by HR.

The information on AUC HR website are is informative and clear.

The benefits orientation sessions are informative.

MetLife aApplication is useful and informative.

3.56 3.54

0 1 2 3 4 5

MetLife health care services MetLife network providers

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Q12- Please indicate your level of agreement with the following.

I prefer to continue with MetLife as

my health care provider.

30% 34% 13% 10% 13% 3.58

I prefer to change my local health care provider.

16% 18% 19% 25% 22% 2.81

Q13- Which of the following areas do you believe need enhancements or

improvements with regards to your local health care provider (check all that apply)?

Answer choices Responses

Network 49%

Coverage ceilings and sub-

ceilings ^43%

Covered Services 54%

General terms & conditions 28%

Referral system 30%

Online tools 33%

Other (please specify) 24%

2.81

0 0.5 1 1.5 2 2.5 3 3.5 4 4.5 5

I prefer to continue with MetLife as my health care provider.

I prefer to change my local health care provider.

49%

43%

54%

28%

30%

33%

24%

Network

Coverage ceilings and sub-ceilings Covered Services

General terms & conditions Referral system

Online tools

Other (please specify)

MetLife Health Insurance Satisfaction Survey - Fall 2019