Insurers in focus: Who will score points in customer service in 2025?

Insurers in focus: Who will score points in customer service in 2025?

The service quality of insurance companies is always the focus of consumer studies. Recent studies show different aspects of customer service. A study by... Insurance magazine In collaboration with Service Value and Wirtschaftswoche, 31 of 67 insurers tested received the “Excellent” rating. Over 100,000 consumers rated service quality across 41 industries, with the Excellent designation awarded to companies that perform better than the industry average.

Among the insurers, ADAC Versicherungen stands out in particular, followed by Barmenia as well as GEV Grundimmobilien-Versicherung and WWK, which share third place. However, the differences in service quality are not only limited to general customer service, but are also reflected in the speed of response to inquiries from interested parties.

Speed ​​of reaction of insurance companies

A second study by Fralytics examined the speed and quality of response to email inquiries in the life insurance sector. Of the 62 insurers contacted, only 37 responded, which corresponds to a response rate of almost 60%. The fastest response time was just 84 minutes, while the longest response time was an incredible 403 hours - the equivalent of more than 16 days. The average response time was 78 hours, which is just over three days.

In this study, eleven companies received “good service quality”. My Life life insurance and Hannoversche life insurance in particular score points with above-average response times. The best values ​​were achieved by My Life with a response time of 84 minutes, as well as Huk 24 and GVV, which also stayed under 10 hours.

The best life insurers in customer service

The study also shows that there is a clear need for action by many insurers. According to Adrian Waltenberger, the founder of Fralytics, the quality of the answers is often inadequate. While 11 companies achieved over 74 points, 16 companies were only able to achieve a medium service quality (40 to 74 points). 25 insurers confirmed receipt of the email, but either did not answer it or answered it only inadequately. This raises questions about the actual quality of service.

According to Fralytics, the “top performers” include the following life insurers, who responded within 48 hours and answered all questions directly:

In summary, the quality of customer service and the speed of responses are crucial to customer satisfaction. Insurance companies like Bayerische have recognized that the combination of people and technology is extremely important in service. They were also able to achieve high ratings, as the study by ProContra shows.