Independent online comparison service moneyland.ch commissioned market research institute Ipsos to conduct a representative online survey of 1500 residents of Switzerland to determine customer satisfaction with health insurance providers.
Participants rated their satisfaction in different categories with ratings between 1 (not at all satisfied) and 10 (fully satisfied).
moneyland.ch asked residents to rate their satisfaction in each of the following categories:
- Friendliness of employees
- Helpfulness of employees
- Availability of customer support
- Time required to reply to questions
- Value for money
- Correctness and clarity of billing statements
- Flexibility with regards to payment
- Time required for benefits to be paid out
- Clarity of information provided
- General satisfaction
The result: “At 7.8 out of 10 points, the average customer satisfaction rating is surprisingly high, when you consider the regular negative press coverage of health insurance providers,” states moneyland.ch CEO Benjamin Manz.
7.8 out of 10 points is a “good” overall rating. But there are significant differences in customer satisfaction levels between linguistic regions, age groups and insurance providers.
Customers are least satisfied with value for money
The friendliness of health insurance company employees received an excellent average rating (8 out of 10 points), followed by correctness and clarity of billing statements (7.8 points) and availability of customer support (7.8 points). General satisfaction is also high (7.8 points).
Value for money received the lowest average rating by a wide margin (7.1 out of 10 points), followed by flexibility with regards to payment (7.3 points).
Customer satisfaction is lower in French-speaking Switzerland
Residents of French-speaking Switzerland are less satisfied with their health insurance providers than residents of German-speaking Switzerland. The average customer satisfaction rating in French-speaking Switzerland is 7.5 out of 10 points, compared to 7.9 points in German-speaking Switzerland.
Young adults are less satisfied with health insurance providers
The survey shows that satisfaction with health insurance providers increases with age.
The average customer satisfaction rating for young adults between the ages of 18 and 25 is 7.5 out of 10 points. The average rating for adults between the ages of 26 and 49 years old is slightly higher at 7.6 out of 10 points. Customer satisfaction with health insurance providers is highest among adults aged 50 to 74 years old at 8 out of 10 points.
“Young adults are more likely to be bothered by the high mandatory health insurance premiums because they are generally less likely to have to claim health insurance benefits than older adults,” observes Manz.
Customer satisfaction ratings by health insurance provider
The health insurance provider which received the highest customer satisfaction ratings is Agrisano, with an average rating of 8.2 out of 10 points (excellent). It is followed by Helsana (8.1 points), Swica (8.1 points), KPT (8 points), and Atupri (8 points).
Health insurance providers which received a “good” rating include Sanitas (7.9 points), ÖKK (7.9 points), EGK (7.9 points), Concordia (7.9 points), CSS (7.8 points), Sympany (7.7 points), Visana (7.7 points) and Groupe Mutuel (7.4 points).
As in previous years, customer satisfaction with Assura is low at 6.9 points (sufficient).
The detailed customer satisfaction ratings for each health insurance provider are included in the unbiased health insurance comparison on moneyland.ch.
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