Swiss are generally satisfied with their household and personal liability insurance, as a representative insurance survey of residents across German-speaking and French-speaking Switzerland shows. In Switzerland, household insurance and personal liability insurance are often sold together.
The survey’s participants rated their customer satisfaction with household insurance and personal liability insurance with 7.9 points, on average. That translates into a “good” rating.
Customer satisfaction with household insurance
Customers of Vaudoise are the most satisfied with their household insurance. The insurance provider based in the canton of Vaud received a customer satisfaction rating of 8.3 points, a “very good” rating. Other insurance providers that received the “very good” rating are Mobiliar (8.2 points), Baloise (8.1 points), and Smile (8.0 points).
Table 1: Customer satisfaction with household insurance providers
| Insurance provider |
Points |
Rating |
| Vaudoise |
8.3 |
Very good |
| Mobiliar |
8.2 |
Very good |
| Baloise |
8.1 |
Very good |
| Smile |
8.0 |
Very good |
| Axa |
7.9 |
Good |
| Generali |
7.9 |
Good |
| Zurich |
7.9 |
Good |
| Helvetia |
7.8 |
Good |
| Groupe Mutuel |
7.6 |
Good |
| Allianz |
7.5 |
Good |
| Elvia |
7.5 |
Good |
| CSS |
7.2 |
Good |
| Visana |
7.1 |
Good |
Young adults are less satisfied than the rest of participants. Customers between the ages of 18 and 25 years old rate their household insurance providers with 7.5 points, on average - compared to 8.2 points in the 50-to-74-year-old age group. Participants between the ages of 26 and 49 give their insurers a 7.7-point rating, on average.
Customer satisfaction with personal liability insurance
Vaudoise also leads when it comes to customer satisfaction with personal liability insurance. With an average of 8.4 points, Vaudoise has a “very good” customer satisfaction rating. It is followed by Mobiliar (8.2 points) and Baloise (8.1 points). With 8.0 points, Smile also qualifies for a “very good” rating.
Table 2: Customer satisfaction with personal liability insurance
| Insurance provider |
Points |
Rating |
| Vaudoise |
8.4 |
Very good |
| Mobiliar |
8.2 |
Very good |
| Baloise |
8.1 |
Very good |
| Smile |
8.0 |
Very good |
| Generali |
7.9 |
Good |
| Helvetia |
7.9 |
Good |
| Zurich |
7.9 |
Good |
| Axa |
7.8 |
Good |
| Allianz |
7.7 |
Good |
| Visana |
7.7 |
Good |
| Groupe Mutuel |
7.5 |
Good |
| Elvia |
7.4 |
Good |
| CSS |
7.3 |
Good |
Methodology
The Swiss household and personal liability insurance study is based on a representative survey carried out by market research institute Ipsos as commissioned by moneyland.ch. The survey, which was conducted in early 2025, included 1500 participants between the ages of 18 and 74 years old, distributed across French-speaking and German-speaking Switzerland.
Customers were asked to rate their satisfaction with these aspects of the service provided by their household and personal liability insurance providers: The friendliness of employees, consultation, customer service, mobile apps, costs and premiums, value-for-money, and overall satisfaction.
The survey covered these types of insurance: Car insurance, household insurance, personal liability insurance, and travel insurance.
The 1500 participants rated their satisfaction with their current insurance providers on a scale of 1 (not at all satisfied) to 10 (completely satisfied). Participants could also choose to abstain from individual ratings. Points are converted to ratings based on the following scale:
- 5 to 6 points: Sufficient
- 6 to 6.5 points: Satisfactory
- 6.5 to 8 points: Good
- 8 to 9 points: Very good
- 9 to 10 points: Excellent
More on this topic:
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