July 14, 2022 – Servicevalue and the editors of Focus-Money magazine wanted to know from customers which accident insurance companies they rated as the fairest. The eleven providers ADAC, Allianz, Cosmos, DEVK, Ergo, Generali Germany, Huk-Coburg, LVM, Provincial, SV and Württembergische received a “very good”. Zurich dropped out of the top group.
In collaboration with Focus-Money, Servicevalue GmbH has once again investigated which private accident insurance companies treat customers most fairly. The survey is based on an online consumer survey conducted in May and June.
They could rate up to two providers with whom they had been a customer for the past 24 months. A total of 3,624 customer reviews for 35 companies were collected as part of the survey.
Assessment: This is how justice was determined
In order to make the virtual construction “fairness” measurable and thus controllable, fairness was perceived by customers as a meta-concept parameterized in the study using the following six sub-dimensions with a total of 31 performance characteristics:
- fair product range: product range, flexibility of product features, products for different groups of people, quality of insurance services, traceability of insurance premiums, sense of security through products and services, display of product differences, appropriate membership fee, interesting additional services;
- reasonable insurance conditions: transparency of the insurance conditions, comprehensibility of the contract documents, clear emphasis on exclusions from benefits, clarity of the right of withdrawal / termination;
- fair customer advice: the professional competence of employees, quality of advice, answering all customer questions, advice on the size of pension and contract period, information on the impact of progression and degree of disability on capital payments;
- fair customer service: easy contact, friendliness and initiative of the employees, quality of the processing of inquiries, goodwill in case of complaints / problems, reliability of the statements;
- Fair settlement of claims: unbureaucratic procedure in case of a claim, straightforward proceedings, compliance with promises of benefits in case of a claim, response time to claims for damages;
- fair value for money: reasonable value for money, predictable contributions, reasonable contribution level.
Four-point rating scale
A four-point scale was available to consumers for evaluation. This ranges from “strongly agree” (1), “rather agree” (2), “rather disagree” (3) to “strongly disagree” (4). With regard to the methodology, Servicevalue further stated: “The sub-dimensions are a result of the respective evaluation criteria as an unweighted mean value. […].
All companies that are above average receive the rating ‘good’. Companies that are again above the average of companies rated as ‘good’ get a ‘very good’. “
The fairest providers from the customer’s point of view
In the overall evaluation, where the six dimensions were equally divided, eleven companies received the top grade “very good”. These include (in alphabetical order):
Compared to the previous year (VersicherungsJournal 7.7.2020) there were four climbers and one relegation in the top group. Zurich Insurance plc, the German branch, has not been one of the best providers since last year. Ergo and Provincial (already in the previous year) as well as currently SV and Württembergische managed to climb up the ranks of the “very good” providers.
The best companies in all six segments include ADAC, Allianz, Huk-Coburg and LVM. Cosmos (excluding customer service), DEVK (excluding claims settlement) and Ergo (excluding value for money) received five “very good” ratings.
Particularly important customer loyalty drivers
The main customer loyalty drivers were also determined as part of a relevance analysis (variance explanation of the correlation according to Pearson). Here, the diversity of products and the unbureaucratic procedure in the event of an injury proved to be the least important. At the top is the quality of advice on problems and the response time to claims.
In the latter segment, the industry received one of its worst ratings (average: 1.92). SV performed best at this point (1.63). They are followed by DEVK, Ergo and LVM with values between 1.67 and 1.71.
Further information on content, purchasing opportunities and the price of the 353-page survey on the “Customer Rating: Fairness of Accident Insurers 2022” survey can be found in this survey folder (PDF, 466 KB).