Mandatory health insurance – and the constantly climbing insurance premiums, in particular – are a constant topic in Switzerland. But how satisfied are Switzerland’s residents with the actual health insurance companies?
To find out, moneyland.ch conducted a representative online survey of customer satisfaction for these criteria: The friendliness of employees; availability of customer services; value for money; tolerance with regard to billing; time required for insurance benefits to be paid out; clarity of information provided; mobile apps; supplemental health insurance; overall satisfaction.
The 1500 participants rated their satisfaction with their current health insurance provider on a scale of 1 (not at all satisfied) to 10 (very satisfied).
The results show that Swiss are generally satisfied with their health insurance providers, but there are sizeable differences between age groups, regions, and individual criteria. “Young adults and residents of French-speaking regions are less satisfied with their health insurance providers,” observes moneyland.ch CEO Benjamin Manz. Wealthier residents tend to be more satisfied with their health insurance providers than poorer residents. There are no notable differences between women and men, nor between urban and rural regions.
Friendliness tops, value for money flops
Residents gave their insurers 7.8 out of 10 points, on average, for the overall satisfaction criterion. That translates into a “good” rating. The averages for other criterion were: 7.9 points (excellent) for the friendliness of employees; 7.8 points (good) each for the availability of customer service and the time required for insurance benefits to be paid out; 7.7 points (good) for the clarity of information provided; 7.6 points (good) for mobile apps; and 7.5 points (good) each for supplemental health insurance and tolerance with regard to billing. Value for money received the lowest ratings, with an average of 7.1 points (satisfactory).
“Swiss customers are generally content with their health insurance providers. The high premiums are the biggest source of concern, and that is reflected in the fact that value for money received the lowest ratings,” says Manz.
The health insurance providers with the highest overall satisfaction
moneyland.ch asked survey participants how they would rate their satisfaction based on their overall experience with health insurance providers. Based on the results for overall satisfaction, these Swiss health insurance providers have the highest ratings in 2024: Sanitas and Swica with 8.2 out of 10 points; ÖKK and KPT with 8.1 points; Concordia, Helsana, Visana, and Sympany with 8 points. Those points translate into an excellent rating. CSS (7.8 points) and Groupe Mutuel (7.6 points) both received a good rating. The lowest rating went to Assura, with 7.1 out of 10 points (satisfactory).
You can find detailed breakdowns of customer satisfaction ratings in the interactive health insurance comparison on moneyland.ch.
Dissatisfaction is more prevalent in French-speaking regions
As in previous years, residents of French-speaking regions are much less satisfied with their health insurance providers than residents of German-speaking Switzerland are. Residents of the Romandie gave their insurance providers an average of 7.5 out of 10 points for overall satisfaction, compared to 7.9 points in German-speaking Switzerland. Value for money received a rating of just 6.8 points in French-speaking Switzerland, compared to 7.2 points in German-speaking Switzerland. A possible explanation for this difference is that insurance premiums are higher, on average, in French-speaking regions.
Young adults are less satisfied
The younger residents are, the more dissatisfied they are with their health insurance providers. Adults between the ages of 18 and 25 gave their insurers just 7.3 out of 10 points, on average, for overall satisfaction. That translates into a “satisfactory” rating. The average rating from residents between 26 and 49 years old is 7.6 (good). Adults in the oldest age group are the most satisfied. Residents between the ages of 50 and 74 rated their health insurance providers with 8.2 points (excellent), on average.
Young adults are less dependent on health insurance, but still have to pay insurance premiums. As residents age, the likelihood that they will claim insurance benefits goes up. “Older residents are therefore more likely to see the value of paying for health insurance,” says Benjamin Manz.
More on this topic:
Compare Swiss mandatory health insurance providers
