Swiss insurance customers are generally satisfied with their insurance providers. That is the conclusion of a representative customer satisfaction survey from moneyland.ch. The survey included 1500 participants from both German-speaking and French-speaking Switzerland.
Swiss insurance customers rate their overall satisfaction at 7.6 out of 10 points, on average. That translates into a “good” rating. Customers are particularly satisfied with the friendliness of employees (8 points). Customer service and quality both received high average ratings as well (7.8 points).
Aspects that insurance customers are less content with include costs and premiums (7.2 points) and value-for-money (7.3 points). But even these points suffice for a “good” rating. You can find the detailed survey results in a separate table.
Table 1: Average insurance customer satisfaction with different aspects of service
| Criterion |
Points |
Rating |
| Friendliness of employees |
8.0 |
Very good |
| Customer service |
7.8 |
Good |
| Service and quality |
7.8 |
Good |
| Consultation |
7.7 |
Good |
| Communications |
7.7 |
Good |
| Overall satisfaction |
7.6 |
Good |
| Mobile app |
7.6 |
Good |
| Value-for-money |
7.3 |
Good |
| Costs and premiums |
7.2 |
Good |
Swiss insurance companies with the highest customer satisfaction
In terms of customer satisfaction, Mobiliar, Smile, and TCS all share first place, with 8.2 points each. Next in line are Baloise and Vaudoise, with 7.9 points each. Groupe Mutuel took the last place, with 6.7 points.
Table 2: Overall satisfaction by insurance provider
| Insurance provider |
Points |
Rating |
| Mobiliar |
8.2 |
Very good |
| Smile |
8.2 |
Very good |
| TCS |
8.2 |
Very good |
| Baloise |
7.9 |
Good |
| Vaudoise |
7.9 |
Good |
| Helvetia |
7.7 |
Good |
| Axa |
7.6 |
Good |
| Zurich |
7.6 |
Good |
| Visana |
7.6 |
Good |
| CSS |
7.5 |
Good |
| Generali |
7.5 |
Good |
| Sympany |
7.5 |
Good |
| Allianz |
7.4 |
Good |
| Swiss Life |
7.3 |
Good |
| ERV |
7.2 |
Good |
| Elvia |
7.1 |
Good |
| Groupe Mutuel |
6.7 |
Good |
Older customers and German-speaking Swiss are more satisfied
Residents above the age of 50 are the most satisfied with their insurance. Participants between the ages of 50 and 74 gave their insurance providers 7.9 points, on average. By contrast, the average ratings given by those between 18 and 24 years old and those between 26 and 49 years old was a lower 7.5 points.
There is also a divide across linguistic regions: the average rating given by residents of German-speaking Switzerland is 7.7 points, compared to 7.5 points from residents of the Romandie.
Methodology
The study is based on a representative online survey carried out by market research institute Ipsos on behalf of moneyland.ch in early 2025. A total of 1500 residents of German-speaking and French-speaking regions between the ages of 18 and 74 years old took part in the survey.
Participants were asked to rate their satisfaction with these aspects of the services received from their insurance providers: Friendliness of employees; consultation; customer service; mobile apps; costs and premiums; value-for-money; communications; overall satisfaction.
The survey also included specific sub-surveys of customer satisfaction with car insurance, household and 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 also had the option of abstaining. 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:
Get the detailed survey results (PDF)
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