The customer is always right!

And for the fourth time in five years, Horizon’s customers have given us the highest member satisfaction score in the annual J.D. Power U.S. Commercial member health plan study for New Jersey.

In addition to the top overall score, Horizon also ranked highest in the 2021 study in New Jersey for the key factors of cost, provider choice and customer service. While the award is a source of pride, company leaders say the real satisfaction comes from knowing that Horizon is helping its members achieve their best health.

“As New Jersey’s health solutions leader, Horizon is driving changes that make health care more connected, convenient and affordable for our members,” said Horizon President and CEO Gary D. St. Hilaire. “It is particularly gratifying to have again earned their trust over this past year given all of the challenges we faced together. The team at Horizon is grateful — and humbled — that the people we serve every day have again made Horizon New Jersey’s top health insurer in customer satisfaction.”

Putting our members first during every challenge

Mark L. Barnard, Horizon’s Executive Vice President Government Programs and Operations, added that the recognition came over a period in which the COVID-19 pandemic created new challenges for the entire healthcare system, but particularly the people who rely on it. “By keeping our focus on doing what is right for our members, Horizon adapted to meet their changing needs and ensured they were able to get the care they needed,” Barnard said.

“Our members have made it clear that they want a health partner that is easy to work with and that helps guide them through what can be a very confusing and complex healthcare system,” noted Allen J. Karp, Executive Vice President Health Care Management and Transformation at Horizon. “From eliminating out-of-pocket costs for COVID testing and treatment to rapidly expanding access to telemedicine that connected them to the doctors they trust, Horizon is there for our members when they needed us most,” he said.

A legacy of improving New Jersey's health care

“As a not-for-profit health insurer, Horizon’s customers are at the center of everything we do and the company exists to serve them, not return a profit to investors or shareholders,” said. Christopher M. Lepre, Horizon’s Executive Vice President Commercial Business. “For nearly ninety years, Horizon has been focused solely on that mission and on working with New Jersey’s doctors and hospitals to develop solutions that meet the needs of the employers and individuals who rely on us to help care for their most valuable asset: their health,” said. “Whether simplifying online and mobile access to services or pioneering collaborative partnerships that improve care like Horizon Neighbors in Health and Braven Health, Horizon is not waiting for the future of health care, we are making it happen.”

Horizon received the highest score in New Jersey in the J.D. Power 2017, 2018 and 2020 awards, and tied in 2021 U.S. Commercial Member Health Plan Studies of customers’ satisfaction with their commercial health plan. 

The J.D. Power 2021 U.S. Commercial Member Health Plan Study measures satisfaction among members of 150 health plans in 22 regions throughout the United States. For additional information, visit JDPower.com/awards.