Satisfaction with Medicare Advantage plans has declined for the second straight year as enrollees expect insurers to be more of a partner in their care, according to a new study from JD Power.
JD Power's 2026 look at the MA program found an overall satisfaction score of 611 on a 1,000-point scale, down 12 points from the 2025 report and 41 points from 2024.
The study identified declines across every facet of the member experience, with the steepest declines over two years in how much the plan is saving time and money (down 51 points); level of trust (down 49 points); and coverage options to meet individuals' needs (down by 47 points).
Less than half (43%) of enrollees said they "strongly agree" that their plan is a trusted partner in supporting their health and wellness.
The study found that the plans with the highest performance in consumer experience tended to have an effective onboarding process for new members and a consistent approach to communication. Member trust tends to improve significantly when they understand their plan, JD Power said.
Among new members who said they had a strong understanding of their coverage, 34% said the insurer "helps prepare them for the unexpected," while 29% felt their plan did well at anticipating what they needed.
By comparison, among new enrollees with a less complete understanding of their plan, just 17% said their plan prepares them for unexpected situations and 16% said it anticipates their needs.
“Healthcare has grown increasingly complex and exceedingly costly, and Medicare Advantage plans are juggling these challenging market dynamics while trying to guide their members to the best outcomes,” said Meaghan Hafner, senior director of healthcare solutions at JD Power, in a press release.
“While some stand-out performers are driving improvements in member satisfaction despite the challenges, the majority of plans are struggling to build a strong sense of patient advocacy and trust among their members," Hafner continued.
An emerging area to watch, per the report, is special needs plans, which are designed for enrollees with complex chronic needs or those dually eligible for Medicare and Medicaid. These plans produced far higher satisfaction and trust scores, as members have access to more high-touch care and coordination to manage their needs.
This could serve as a lesson to other MA plans, as finding ways to deliver that personalized experience to members would help to drive improvements in satisfaction.