Independent online comparison service moneyland.ch surveyed the satisfaction of Swiss residents with their compulsory health insurance providers. The representative survey included 1503 participants and was carried out for moneyland.ch by market research institute Ipsos.
Survey participants were asked to rate their insurance providers based on these criteria:
- Friendliness and helpfulness of employees
- Availability of customer support
- Time required for responses to questions
- Value for money
- Accuracy and clarity of claim settlement
- Tolerance with regards to bill payments
- Time required for claim settlement
- Clarity of information provided
- General satisfaction
Participants rated each criterion on a scale of 1 (not at all satisfied) to 10 (completely satisfied).
“The results for the corona year of 2021 show a customer satisfaction rating of 8 out of 10 points. That is even higher than average ratings in previous years,” says moneyland.ch CEO Benjamin Manz. “French-speaking Switzerland and young adults are much less satisfied than other residents.”
Lowest satisfaction with value for money
Value for money is the criterion which received the lowest customer satisfaction ratings by far. The average rating for this criterion is 7.4 out of 10 points (satisfactory).
The criterion which received the highest average customer satisfaction rating is the friendliness of employees with 8.2 out of 10 points (excellent). This is followed by the accuracy and clarity of claim settlement with 8.1 points (excellent), the availability of customer service (8 points), and general satisfaction (8 points).
The helpfulness of employees, the time required for responses to questions, and the time required for claim settlement all received average ratings of 7.9 points (good). Clarity of information provided was rated 7.8, while tolerance with regards to bill payments was rated 7.7 points.
Customer satisfaction lower in French-speaking Switzerland
Residents of French-speaking Switzerland are significantly less satisfied with their health insurance providers than residents of German-speaking Switzerland.
The value for money criterion received an average rating of just 6.9 out of 10 points (sufficient) in French-speaking Switzerland. The average value for money rating in German-speaking Switzerland is 7.6 points.
The average overall rating for all criteria combined is just 7.4 for French-speaking Switzerland compared to 8 out of 10 points in German-speaking Switzerland. That means residents of German-speaking Switzerland give their mandatory health insurance providers an “excellent” rating, compared to a “satisfactory” rating from residents of French-speaking Switzerland.
Lower customer satisfaction among young adults
Gender-based differences and differences between urban and rural residents are insignificant. But there are notable age-based differences in customer satisfaction with health insurance providers, with customer satisfaction increasing with age.
The average customer satisfaction rating for residents between the ages of 18 and 25 years old is just 7.6 out of 10 points. The average rating for adults between the ages of 26 and 49 is 7.8 points. The average rating from adults aged 50 to 74 is a high 8.2 points. Customer satisfaction with health insurance providers is highest in the eldest age group.
Participants aged 18 to 25 gave Swiss health insurance providers an average rating of 7.2 out of 10 points with regard to value for money. Young residents generally have a more critical stance towards health insurance premiums. The reason for this may well be that young adults are less likely to claim on their health insurance than older adults.
Customer satisfaction varies between health insurance providers
These health insurance providers received the highest customer satisfaction ratings in 2021: Agrisano (average of 8.5 out of 10 points); Swica and KPT (both 8.4 points); ÖKK and Helsana (both 8.2 points); Sanitas, Concordia, Atupri and Sympany (all 8.1 points), and CSS (8 points). The ratings of all of these Swiss health insurance providers fall into the “excellent” ranking.
Visana (7.9 points) and EGK (7.6 points) have slightly lower customer satisfaction, but still qualify for the “good” ranking.
The lowest customer satisfaction ratings were given to Groupe Mutuel and Assura, with both of these receiving an average rating of 7.3 points. This places in the “satisfactory” category.
You can find the detailed customer satisfaction ratings of all Swiss mandatory health insurance providers in the interactive health insurance comparison from moneyland.ch.
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