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Health insurance now ranks with America's most hated industries

(CBS News) When it comes to America's most-hated industries, there are a few perennial favorites. Cable guy, anyone?
But one much-maligned industry is dipping ever further in Americans' estimation, slipping to where it's neck-and-neck with two other poorly regarded businesses, the U.S. Postal Service and fixed-line phone service. It's so bad that this industry has only two others ranked below it, pay-TV providers and Internet service providers.
Which industry is slipping farther down the list? That's health insurance, according to the American Customer Satisfaction Index, which interviews about 70,000 consumers annually to get their views on everything from soft drinks to gas stations. To be sure, the health insurance industry has been through a turbulent year as the rollout of the Affordable Care Act divided Americans over issues ranging from government costs to high deductibles.
"The usual suspects have been plaguing the industry, but it's getting worse," ACSI director David VanAmburg said. "High premiums -- no one likes paying high premiums -- slow claims processing and higher deductibles" are among the issues that get consumers upset…
The parts of health insurance that consumers most dislike include call centers, which receive the lowest ratings out of all customer experience benchmarks, and choice of plans.
The latter may be one area where people covered by the ACA are coming out better than Americans covered by their employer's plan. That's because the ACSI found customers who have bought individual plans -- and have picked from one of several choices -- have a higher satisfaction level than group policy holders.
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