Auto Insurance Comparison: Direct Insurers Do Better With Customers

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About 84 percent of those surveyed at insurance branches were satisfied with the service in general; this even applies to more than 85 percent of clients in direct insurers. Branch insurers score particularly well with on-site personal advice, direct insurers mostly with telephone service.

When choosing the right car insurance, a good price-performance ratio plays an important role for many customers and ensures a high level of customer satisfaction. However, according to a recent survey conducted by the German Institute for Service Quality on behalf of the ntv news network, only two direct insurers were rated “very good.”

Despite the visible differences in the individual assessment areas, the automobile branch and the direct insurers perform well on average. Surprising: Direct insurers perform slightly better overall in all areas than motor vehicle insurers with a network of intermediaries. Only two direct insurers, Cosmos Direkt and Huck 24, achieved a “very good” customer rating.

A good price-performance ratio is not only an important reason for many respondents when choosing an insurer, but also ensures a high level of customer satisfaction. This aspect is the best valued by customers of both direct and branch insurers.

Points can be scored on the serve.

About 84 percent of those surveyed at insurance branches were satisfied with the service in general; this even applies to more than 85 percent of clients in direct insurers. Branch insurers score particularly well with on-site personal advice, direct insurers mostly with telephone service.

Often price-sensitive customers of direct insurers are also more willing to switch, with more than one in four respondents saying they had switched providers in the past three years or planned to switch providers soon. This proportion is only half of the high for insurance branches. Markus Hamer, Managing Director of the German Institute for Service Quality: “The industry is well positioned, which also opens up many options for change. Therefore, another result is interesting: Of the respondents who have already had a claim, more than 30 percent are not satisfied with the settlement. Such an experience can quickly become a reason for a change.”

Huk Coburg secures first place

With the “good” quality rating, Huk-Coburg achieved first place among insurers in the automobile industry. In terms of service and contractual services, the company ranked first with positive ratings of 87.6 percent and 87.3 percent, respectively. The nuisance ratio is less than three percent, the lowest of any insurer in the industry. In addition, respondents expressed a strong willingness to recommend: the Net Promoter Score is plus 41.8.

LVM took second place, also with a good overall result. The price-performance ratio emerges here as a guarantee of satisfaction: nearly 94 percent of respondents are satisfied with this (rank one). LVM is also in the top 3 when it comes to contract services and service. Also, customers are very willing to recommend the company (NPS: +44.0).

WGV follows in third place (quality rating: “good”). The company achieves high scores in all areas surveyed. For example, customer reviews of the service are positive in nearly 87 percent of cases. WGV also stands out when it comes to hassles: only 4.5 percent of respondents said they had negative experiences with the provider.

Other auto insurance companies with at least 100 customer reviews (in alphabetical order): ADAC Autoversicherung, Allianz, Axa, Continentale, Debeka, DEVK, Ergo, Generali Deutschland, Gothaer, HDI, Itzehoer, Mecklenburgische, Provinzial, R+V , Signal Iduna, SV Seguros Sparkassen, Versicherungskammer Bayern, VGH, VHV and Württembergische.

The most popular direct insurers

The most popular direct vehicle insurer is called Cosmos Direkt (quality rating: “very good”). In all areas, the company is ahead of other direct insurers and, for example, has more than 92 percent of clients satisfied or even very satisfied with contracted services. In addition, less than two percent of those surveyed said that they had ever been angry with the insurer. In addition, the willingness to recommend the company is high with a Net Promoter Score (NPS) of Plus 54.5.

HUK24 is in second place, also with a very good result. Almost 95 percent of those surveyed were satisfied with the price-performance ratio; the service is rated positively in almost 94 percent of cases (second place in each case). Only about three percent of customers report a discomfort that they have experienced. The high willingness to recommend (NPS = plus 45.5) also contributes to the positive result.

Sparkassen’s direct insurance (quality rating: “good”) ranks third. For outsourced services, more than 32 percent of respondents chose the best possible response option of “very satisfied” – no direct insurer did better on this point. In addition, the provider’s service ensures a high level of customer satisfaction (third best value in comparison).
Other direct motor vehicle insurers with at least 100 customer reviews (in alphabetical order): Admiral Direkt.de, Allianz Direct, DA Direkt, Europa, Friday and Verti.

Information about the survey
The customer survey via an online access panel included 3,759 ratings from consumers with auto insurance. The panel survey focused on customer opinions on the aspects of value for money, contractual services and service. Also, willingness to recommend and customer discomfort were included in the overall evaluation. In the individual evaluation all companies for which at least 100 customers had commented were considered. This applied to 23 auto branch insurers (with a network of intermediaries) and nine direct auto insurers.
The German Institute for Service Quality (DISQ) aims to improve service quality in Germany. The Hamburg-based market research institute conducts independent competitor analyzes and customer surveys for this purpose. More than 2,000 trained assessors are deployed throughout Germany. A team of sociologists, economists and psychologists is in charge of managing the research projects, which use scientifically recognized service measurement methods and procedures. The Institute provides consumers with important information for their purchase decisions
gene Companies obtain valuable information for their own quality management. The German Institute for Service Quality works on behalf of reputable print media and television stations; Studies for companies are not part of the DISQ service offer.
Publication citing source: German Institute for Service Quality on behalf of ntv

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