The customer survey for “Insurer of the Year 2022” shows the overall high level of satisfaction with the insurance industry. Compared to the previous year, customer satisfaction remains at a high level. This is shown by a study by the German Institute for Service Quality.
Insurance should offer protection against many life risks. You have to be able to rely on them in an emergency. The customer survey for “Insurer of the Year 2022”, which the German Institute for Service Quality carried out together with ntv, gave the insurance industry good marks overall. There are 7 branch and 3 direct insurers in the top 10 ranking.
The insurers achieve a good overall rating. Compared to the previous year, customer satisfaction remains at a high level. 2 insurers achieve the customer rating “very good”, 26 companies are good and 5 other companies perform satisfactorily.
The quality of the products enjoys the highest customer appreciation: Around 81 percent of the survey participants are satisfied with this. The service is emerging as another strength of the insurers: around 79 percent of policyholders give a positive rating in this regard. In terms of value for money, the industry also achieves good results on average. These aspects are also reflected in a high willingness to recommend.
Customers are most likely to see potential for improvement in the areas of transparency and comprehensibility, for example with regard to products, information and contract documents. Almost every fourth respondent does not rate this area positively. In addition, a good 14 percent of customers state that they have been annoyed with their own insurer at some point. The most common cause of frustration for those affected is poor customer service.
More than two thirds of those surveyed stated that they use an online portal from their insurer, for example to make contact or to file contracts digitally. On the other hand, the acceptance of insurtechs is still low: only 3.8 percent of all respondents have ever used an insurance service provider based on digital technologies.
Markus Hamer, Managing Director of the German Institute for Service Quality, takes stock: “The fact that the companies have individual strengths is also shown by the fact that around 84 percent of customers have contracts with more than just one insurer. Secure a very good customer rating in the end a branch and a direct insurer.”
With the quality rating “very good”, the Munich club is the “Insurer of the Year 2022”, confirming the success of previous years. Those surveyed see the greatest strength of the branch insurer in the quality of the products: Around 85 percent are fairly or even very satisfied with this. Other areas such as service or value for money also achieve very good values. In addition to a low annoyance rate, the respondents also showed the highest willingness to recommend.
HUK24 took second place as the best direct insurer, also with a very good overall rating. From the customer’s point of view, the price-performance ratio is particularly convincing, which 90 percent of the insured rate positively. HUK24 also achieves the leading position in the provider comparison for the quality of the products, the areas of transparency and comprehensibility as well as service.
Adam Riese is in third place overall (quality rating: “good”). An extremely high proportion of those surveyed are very satisfied with the price-performance ratio of the direct insurer. A high willingness to recommend and the lowest annoyance rate in the industry also ensure the top 3 placement.
