Average satisfaction is great
Even if many Swiss like to complain frequently and often about their health insurance, it is usually only individual aspects that cause dissatisfaction. Usually it is more the case that there are brief differences regarding possible benefits from the health insurance, but these can be resolved. The following points were important for assessing the overall satisfaction of the insured with their health insurance:
- Evaluation of employee friendliness
- Commitment of the consultants and the support team
- Comprehensibility of the information given
- Correctness of the accounts
- Billing transparency
- Speed of service provision
- Accessibility of employees
- Relationship between premiums and benefits
The evaluation of all these points resulted in a general satisfaction that can be seen as an overall grade. Customer satisfaction was between 7.8 and 8.0 points (with a total of 10 points). This is surprising, because it is not uncommon for health insurers to make negative reports in the press, but apparently the insured are nevertheless satisfied or mostly satisfied.
Differences in the satisfaction of the insured
Above all, the friendliness of the employees is praised by the insured. You will feel well advised here and, above all, treated with respect and friendliness. The survey also praised the clarity of the invoices and their traceability. Most insured persons are also satisfied that the health insurance company is usually easy to reach.
The price-performance ratio, however, is often classified as rather poor, the premiums appear too high to the insured. The goodwill for reimbursements is also rated as rather poor, and the insurers could still improve this.
The regional differences in customer satisfaction are interesting. In French-speaking Switzerland, for example, people are significantly more dissatisfied with their health insurance than those who live in German-speaking Switzerland. Age is also a major difference. Older insured persons in particular seem to be satisfied with their health insurance, while younger health insurance members get annoyed more often. The reason may be the comparatively high premiums that are not matched by any performance.
Because: Younger insured persons hardly need the services of the health insurance company, which is why they usually look less at the services and primarily at the premiums they have to pay when making an assessment.
These health insurances stand for a high level of customer satisfaction
As every year, a ranking was drawn up that shows customer satisfaction. A total of 10 points were awarded, with the top grade being 8.2. The Agrisano health insurance company was able to climb the podium. Then these health insurance companies followed:
- Swica: 8.1
- Helsana: 8.1
- KPT: 8.0
- Atupri: 8.0
- Sanitas: 7.9
- ÖKK: 7.9
- EGK: 7.9
- Concordia: 7.9
- CSS: 7.8
- Sympany: 7.7
- Visana: 7.7
- Groupe Mutuel: 7.4
- Assura: 6.9
Conclusion: insured persons in Switzerland satisfied with their health insurance
The results of the surveys show that the Swiss are satisfied with their health insurance in most cases. Above all, the friendliness of the employees at the insurance company is emphasized again and again. However, it is the younger insured who are more dissatisfied, which may be because they use benefits less often.
In some cases, they pay high premiums that are not matched by any benefits. Older insured persons, on the other hand, who benefit from the work of the health insurance companies, see the ratio as more balanced and are more satisfied with the price-performance ratio.
