J.D. Power: Medicare Advantage satisfaction declines

Medicare Advantage has grown to cover a substantial share of Medicare beneficiaries over the past two decades, but skepticism about the privatized program persists. Critics point to restricted provider networks and extensive prior authorization rules as ongoing pain points. Yet among Medicare Advantage enrollees, satisfaction levels vary widely by state and insurer, according to a new J.D. Power study.

The study surveyed nearly 11,000 plan members across the 10 most populous states, generating overall satisfaction scores on a 1,000-point scale. The ratings reflect factors such as trust in the insurer, product and coverage options, how well the plan meets members’ needs and the ease of doing business with the provider.

The study found that recent shifts in deductibles, out-of-pocket costs, provider networks and prior authorization decisions have hurt customer satisfaction, fueling confusion and diminishing trust among Medicare Advantage members.

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In 2025, the average Medicare Advantage customer satisfaction score stands at 623 out of 1,000, a drop of 29 points from last year and 151 points since 2015.

Out of the 10 states included in this year’s J.D. Power survey, Pennsylvania, Ohio, Michigan, North Carolina and California all ranked above the national average. But within each state, customer satisfaction varied significantly from one insurer to another.

In Michigan, Blue Cross Blue Shield topped the list of insurers with an average satisfaction score of 675 — nearly 18% higher than the state’s lowest ranking insurer, Humana. States including California and New York saw similar satisfaction gaps between their top and bottom-ranked Medicare Advantage insurers.

Still, across states, overall satisfaction scores have seen significant declines in recent years.

Since 2023, overall satisfaction scores across California, Florida, New York, Pennsylvania and Texas have declined just over 4%, on average. Insurers in states like Florida and Pennsylvania have managed smaller declines during that time, but none have escaped the trend entirely.

Experts say it’s no mystery why. As America’s aging population requires more care, Medicare Advantage insurers are cutting back on benefits and dropping hundreds of thousands of members in an effort to boost their profits.

Do Medicare Advantage plans still make sense for certain clients?

Even with their declining reputation, Medicare Advantage plans can be the best choice for certain senior clients, according to some financial advisors.

“Advantage plans versus traditional Medicare can absolutely be the right choice for some people,” said Matt Chancey, founder of Tax Alpha Companies in Tampa, Florida. “Many people do not have the financial means to pay a monthly premium for a supplemental plan, so enrolling in an Advantage plan that does not have a monthly premium … could be the right choice.”

Even though Advantage plans still come with the requirement to pay the standard Part B premium, they can offer vital relief for retirees who can’t afford the added cost of a Medigap policy.

“I would say for those that have to choose between purchasing groceries or paying a supplement monthly premium, an Advantage plan with a zero monthly premium is a no-brainer,” Chancey said. “The truth is, not everyone that retires saved well for retirement.”

Wanda DiMare, a Medicare advisor and the founder of Wandacare in Lakeland, Florida, said that Medicare Advantage plans come with plenty of drawbacks, but they still have a place among the current options for seniors today.

“The majority of the people can’t afford traditional Medicare with a supplement. They couldn’t pay that,” DiMare said. “You’re looking at $200, $300 a month, and then a drug plan on top of their Part B, $185 — you’re looking at $500 a month. And the supplement, a Medigap policy, goes up on average about 3% to 4% for a female and 6% to 8% for a male every year. Every year. Those are huge increases.”

Costly co-pays can drive up costs for Medicare Advantage plan members over the long term, but their lower up-front costs remain a compelling option for some seniors, advisors say.

Not all Medicare Advantage plans are equal

Along with customer satisfaction scores, experts say it’s important to review the specific Medicare Advantage plans available in a client’s state before committing to an insurer.

For some of DiMare’s clients, finding Advantage plans with certain in-network hospitals is crucial, she said. And while DiMare said she can tell her clients which plans include certain providers in their network, she also warns that there’s no guarantee that will remain the case in the future.

“They could drop it at any time, or [the provider] could drop them. That’s the way these plans work,” DiMare said. “That’s not a scare tactic. That’s educational. I’m not trying to force you to take something else because of that. You just need to know that it is one of the drawbacks of an Advantage plan.”

Other features, like $0 monthly premiums, have become one of the signature benefits of Medicare Advantage plans. But that’s not always the case, depending on where a client lives.

Florida seniors often have access to multiple $0 monthly premium options, while those in states like Wyoming and South Dakota may face additional Medicare Advantage premiums on top of their Part B costs.

If a senior client is enrolling in Medicare Advantage for the first time, advisors should compare the Advantage plan premium against the cost of a Medigap policy. If traditional Medicare plus Medigap costs about the same as an Advantage plan, the traditional route is usually the better choice, DiMare said.

The calculus gets trickier when seniors already on an Advantage plan move to a state with higher premiums. For example, a retiree with a $0 premium Advantage plan in Florida might relocate to a state where comparable plans cost significantly more — and find themselves stuck.

While members can switch from an Advantage plan to traditional Medicare during open enrollment, buying a Medigap policy isn’t guaranteed. In most states, insurers can require underwriting, which often means denial for older clients with health issues. Because traditional Medicare leaves beneficiaries on the hook for unlimited 20% copays, moving away from Advantage can become prohibitively expensive, effectively locking seniors into their current plan even as costs climb.