Kaiser Permanente Insurance Review & Complaints: Health Insurance (2025)

Premiums
Claims
Feedback
Financial Strength

Kaiser Permanente Health Insurance Company is a nonprofit health care coverage organization that operates across nine States and Washington, D.C. They currently have footprints in Northern and Southern California, Colorado, Georgia, Hawaii, Maryland, Virginia, Oregon, Washington, and Ohio.

The Kaiser Permanente organization currently employs over 200,000 people and services over 11 million healthcare members. They were founded in 1945 by Henry Kaiser and Sidney Garfield and are headquartered in Oakland, California.

What products are offered?

Wondering how to buy health insurance? The first thing to do is to check the reviews and the products offered by the provider you are interested in. Although Kaiser Permanente is a nonprofit organization, they do offer a wide selection of health-related products and low-cost health plan options for individual, family, and business customers. Their most popular health coverage items include:

• Individual Health Insurance Policy
• Family Health Insurance Options
• Medicare Health Care Plans
• Employer-sponsored Health Insurance

Are there any patient and customer complaints?

Kaiser Permanente medical group is not accredited with the Better Business Bureau (BBB) and currently has an F rating. This is very odd because there are only 44 complaints on file over the last 3 years as some of their major competitors have more complaints yet receive better ratings.

The BBB site does state the reason for the poor rating is due to the company’s failure to respond to seven complaints, as well as five complaints that were filed that were unresolved. While the F rating still seems a bit harsh, the BBB is known to be quite strict with regard to unresolved complaints.

There are a number of other profiles with better ratings on the BBB for different locations of Kaiser. However, in our example above, we used the company’s headquarters.

What do consumer research reports say?

According to reviews, Kaiser Permanente scored the highest ratings possible in customer satisfaction during the 2017 Health Insurance Plan Study put on by JD Power and Associates. Kaiser ranked the highest in six regions: Maryland, South Atlantic, California, Virginia, Northwest, and Colorado.

What are its financial ratings?

Kaiser Permanente Insurance Claims Process

Ease of Filing a Claim

Kaiser Permanente Insurance offers multiple convenient methods for filing insurance claims, ensuring flexibility for their policyholders. You can initiate the claims process through their online portal, over the phone, or by using their mobile app. This variety of options caters to different preferences and allows you to choose the most convenient way to report and manage your claims.

Average Claim Processing Time

One crucial aspect of insurance is the speed at which claims are processed. While specific processing times may vary depending on the nature of the claim and other factors, Kaiser Permanente Insurance is committed to efficient claim processing. Policyholders can typically expect a reasonable turnaround time, ensuring that claims are handled promptly and fairly.

Customer Feedback on Claim Resolutions and Payouts

Customer feedback is a valuable indicator of an insurance company’s performance in claim resolutions and payouts. Kaiser Permanente has received positive reviews in terms of customer satisfaction with the claims process.

Feedback from policyholders suggests that the company strives to provide fair and timely claim resolutions, which is a key factor in establishing trust and confidence in an insurer’s services.

Digital and Technological Features of Kaiser Permanente Insurance

Mobile App Features and Functionality

Kaiser Permanente’s mobile app offers a range of features and functionality designed to enhance the overall customer experience. With the app, policyholders can conveniently access their insurance information, view policy details, check claim status, and even submit claims directly from their mobile devices.

The user-friendly interface and robust features make managing insurance on the go more accessible than ever.

Online Account Management Capabilities

In addition to the mobile app, Kaiser Permanente offers comprehensive online account management capabilities through their website. Policyholders can log in to their accounts to review policy documents, update personal information, make premium payments, and track claims. The online portal provides a seamless and convenient way to stay in control of your insurance coverage.

Digital Tools and Resources

To further assist policyholders in making informed decisions and staying informed about their coverage, Kaiser Permanente provides a variety of digital tools and resources.

These may include educational materials, calculators, and resources to help you understand your policy, coverage options, and healthcare-related information. The availability of such tools empowers policyholders to navigate their insurance needs with confidence.

What is the bottom line on customer service?

Kaiser Permanente medical group scored the highest on the J.D. Power study regarding customer satisfaction. They have very few complaints on the Better Business Bureau and other consumer forums compared to their competitors. Additionally, they are not-for-profit, which some people may find as an added benefit. Kaiser Permanente is an all-in-one health care provider that covers patients on both ends. This can become an issue because they are the insurance company as well as the patient or medical care provider. This seems to be a conflict of interest because they control both the treatment and the money. For example, if a particular treatment is very expensive, the concern would be that they could deny the procedure for the patient because, ultimately, they would have to foot the bill.