Swiss are generally content with their health insurance providers, as revealed by a representative online customer satisfaction survey conducted by moneyland.ch. But there are major differences between insurance companies and individual factors.
The moneyland.ch survey determined customer satisfaction with these factors: Friendliness and helpfulness of employees; reachability; promptness in answering questions; value for money; correctness and clarity of bills; leniency with late payments; promptness in paying out benefits; clarity of information provided; general satisfaction.
The 1538 survey participants rated their satisfaction with their current health insurance providers on a scale of 1 (not at all satisfied) to 10 (completely satisfied).
The results show that the average rating given to Swiss health insurance providers is 7.9 points, which translates into a "good" score. The results are somewhat surprising when you consider the frequent negative reports about health insurance. "But most residents complain about the high insurance premiums, much more than the service provided," says moneyland.ch CEO Benjamin Manz. "For that reason, it is hardly surprising that value for money received the lowest ratings." There are also big differences between age groups. "Young adults are less satisfied with their health insurance providers," says Manz.
Value for money gets the lowest ratings
The relation between cost and benefit was the factor which received the lowest customer satisfaction ratings from survey participants, at 7.4 points. That translates into a "satisfactory" score. Leniency in accomodating late payments also received a below-average rating, at 7.7 points.
The factors with which residents are most satisfied are: the friendliness of employees (8.1); the correctness and clarity of bills, and general satisfaction (8 points each); reachability, promptness in paying out insurance benefits, and clarity of information (7.9 points each). The helpfulness of employees and the promptness in answering questions received 7.8 points each.
Lower satisfaction in French-speaking Switzerland
Residents of the Romandie are less satisfied with their health insurance providers than residents of German-speaking Switzerland. That is not a new phenomenon, and is likely linked to the higher insurance premiums in French-speaking Switzerland. The blame for these is, in part, placed on the health insurance companies.
The value for money factor received a 7.4-point rating from residents of French-speaking Switzerland (compared to 7.5 points in German-speaking Switzerland). Residents of French-speaking Switzerland gave their health insurance providers a general satisfaction rating of 7.7 points, compared to 8 points from residents of German-speaking Switzerland.
Young people are less satisfied
The younger the resident, the lower their satisfaction with their health insurance provider is.
To put that in actual figures, the average customer satisfaction rating from adults between the ages of 18 and 25 is 7.7 out of 10 points. The average rating from residents aged 26 to 49 is 7.8 points. Adults in the oldest group are the most satisfied, with residents between 50 and 74 years old giving health insurance companies an average rating of 8.1 points (very satisfied).
The higher ratings from older residents is likely linked to the fact that elderly people claim more insurance benefits, rather than a softer disposition. "Younger generations, on the other hand, are generally healthier, and are therefore less likely to claim on their health insurance," explains Manz. That can encourage the notion that younger residents have to pay for something that they do not need.
These health insurance companies have the best ratings
This year, the highest customer satisfaction ratings, as per moneyland.ch's weighted averaging, went to these insurance companies: Swica (8.4 out of 10 points); KPT (8.3 points); Helsana and ÖKK (8.1 points each).
Other insurance providers that received good ratings are Concordia, Sympany, and Visana (8 points each, on average). Atupri, CSS, and Sanitas also performed well, with 7.9 points each, as did Groupe Mutuel (7.6 points). Assura has the lowest rating (6.9 points).
You can find the satisfaction ratings of all health insurance providers in the interactive mandatory health insurance comparison on moneyland.ch.
| Health insurance provider |
Overall rating |
Score |
| Swica Group |
8.4 |
Very good |
| KPT |
8.3 |
Very good |
| Helsana |
8.1 |
Very good |
| ÖKK |
8.1 |
Very good |
| Concordia |
8.0 |
Very good |
| Sympany Group |
8.0 |
Very good |
| Visana Group |
8.0 |
Very good |
| Atupri |
7.9 |
Good |
| CSS |
7.9 |
Good |
| Sanitas |
7.9 |
Good |
| Groupe Mutuel |
7.6 |
Good |
| Assura |
6.9 |
Satisfactory |
Methodology
Market research institute Ipsos was commissioned by moneyland.ch to carry out a representative online survey of 1538 participants in 2023. The survey determined customer satisfaction with providers of mandatory health insurance. Residents were asked to rate their satisfaction with these factors: friendliness of employees; helpfulness of employees; reachability of customer services; promptness in answering questions; value for money; correctness and clarity of bills; leniency with regard to late payment of bills; promptness in paying out insurance benefits; clarity of information provided to customers (insurance policies, terms and conditions, communications); general satisfaction. Survey participants could rate their satisfaction for each factor individually on a scale of 1 (not at all satisfied) to 10 (completely satisfied). To calculate the average overall rating, moneyland.ch used the average of all ratings, with stronger weighting being given to general satisfaction. The resulting ratings can be found in the moneyland.ch mandatory health insurance comparison.
More on this topic:
Health insurance comparison with all premiums and customer satisfaction ratings
Detailed raitings for each health insurance provider (German PDF)
