DISSATISFACTION GUARANTEED?(Brief Article)

Byline: PAMELA PAUL

The buzzwords in health care these days are customization, "consumerization" and consumer-driven care. Many Americans, however, are experiencing anything but customer satisfaction with their insurance companies. Only 1 in 4 say they're "very satisfied" with their medical insurance coverage, according to a 2001 Yankelovich poll. Nearly half say that "over the past five years it has become more of a hassle to deal with my health-care plan" (45 percent) and that insurers and HMOs are most responsible for the problems in the health-care system in this c