Insurance claim satisfaction splits customers despite top insurers’ efforts
A recent survey reveals mixed satisfaction among insurance customers regarding claim handling. While 57% were delighted, only half were enthusiastic, and 16% were dissatisfied even before the COVID-19 pandemic. The top five insurers for customer satisfaction are HUK-Coburg, LVM, Provinzial, VGH, and Zurich.
Oliver Gaedeke, CEO of Sirius Campus, shares that policyholders value a caring attitude over speed in processing claims. Most claims are handled by brokers, with representatives accounting for 39%, branches for 11%, and agents for 8%.
The majority of claimants (81%) feel their insurer is on their side. Interestingly, only a quarter (26%) report claims by phone to the central office, while 11% use digital platforms. PNC Bank, partnering with VHV Allgemeine and AXA, topped the 2025 AUTOHAUS VersicherungsMonitor for premium vehicles, excelling in reliable responses, user-friendly software, and low customer complaints. Debeka also improved significantly with fast app processing and callback services.
Insurance customers express varying levels of satisfaction with claim handling, with top insurers excelling in customer care and digital accessibility. PNC Bank and Debeka's improvements highlight the importance of strong partnerships, clear processes, and digital focus in enhancing customer satisfaction.
