Insurance company of the year 2022: This is the winner of the large customer survey

Great customer survey
This is the insurance company of the year 2022

The customer survey for “Insurance Company 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 according to a study by the German Institute for Service Quality.

Insurance should offer protection against many life risks. You need 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 conducted together with ntv, gave the insurance industry overall good marks. There are 7 branches and 3 direct insurance companies in the top 10 ranking.

The insurance companies achieve a good overall assessment. Compared to the previous year, customer satisfaction remains at a high level. 2 insurance companies achieve the customer assessment “very good”, 26 companies are good and 5 other companies perform satisfactorily.

Convince the quality of the products and service

The quality of the products enjoys the highest customer appreciation: around 81 percent of the survey participants are satisfied with this. Service emerges as another strength for insurance companies: 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 transparency and clarity, 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 indicate that they have at some point been annoyed with their own insurance company. The most common cause of frustration for those affected is poor customer service.

Two thirds use the online portal

More than two-thirds of respondents stated that they use an online portal from their insurance company, for example to make contact or to submit 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 provider based on digital technologies.

Markus Hamer, managing director of the German Institute for Service Quality, takes stock: “That the companies have individual strengths is also shown by the fact that around 84 percent of the customers have contracts with more than just one insurance company. Ensure a very good customer rating in the end a branch and a direct insurer.”

The most popular insurance companies

With the quality rating “very good”. Munich club “Insurance company of the year 2022” and thus confirms previous years’ success. The respondents see the branch insurance company’s greatest strength 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, respondents also showed the highest willingness to recommend.

HUK24 takes second place as best direct insurer, also with a very good overall assessment. From the customer’s point of view, the price-performance ratio is particularly convincing, which 90 percent of the insured are positive about. 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.

Placed in third place overall Adam Giant (Quality assessment: “good”). An extremely high proportion of the respondents are very satisfied with the direct insurance company’s price-performance ratio. A high willingness to recommend and the lowest irritation rate in the industry also ensure the top 3 ranking.

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