Five German Insurers Top Customer Satisfaction in Sirius Campus' Servicebarometer Assekuranz
The latest Servicebarometer Assekuranz report from Sirius Campus, released in September 2024 and valid until October 2025, has named five top performers in customer service satisfaction among German insurance companies. These companies have excelled in various aspects of service and digital offerings.
Leading the pack is HUK-Coburg, recognised for its exceptional customer service orientation and customer communication. Barmenia follows closely, with high customer satisfaction in its digital offerings and claims handling. WGV/Württembergische is praised for its personalised advice and flexibility. Allianz has made significant strides in digital services and trust, while Die Bayerische stands out for its outstanding performance and leniency.
The Servicebarometer Assekuranz is a renowned independent study that measures customer service satisfaction in the German insurance industry. It evaluates aspects such as service experience, digital services, claims processing, and trust.
Turning to customer feedback, direct customers who interact with the central office have an NPS of 5 points, and those who engage online have an NPS of 4 points. However, customers who deal with agents in business premises have a significantly higher NPS of 17 points. Broker customers, on the other hand, have a low NPS of -15 points, indicating dissatisfaction.
Based on agent ratings, the top performers in customer service satisfaction are Debeka, Gothaer, Signal Iduna, Württembergische, and Zurich. Agent customers have an impressive NPS of 14 points, nearly four times the industry average. An overwhelming 91% of agent customers report receiving high-quality, personalised advice, with 75% rating their insurance agent as 'very good' or 'excellent'. The key to agent customers' enthusiasm is individual advice tailored to their personal situation.
The Servicebarometer Assekuranz highlights five top performers in customer service satisfaction, each excelling in different areas. Meanwhile, agent customers express high satisfaction, with personalised advice being the key driver. Broker customers, however, show low willingness to recommend their insurance company, indicating room for improvement.
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