SBK didn’t fail to impress, offering the best customer service over the phone and the best preventive services. This assessment also saw SBK confirm its top customer service performance, ranking in the top-three premium providers in this category.
Deutsche Institut für Service-Quality (the German Institute for Service Quality (DISQ)) has worked with n-tv to publish the study on statutory health insurers. Twenty health insurers were put to the test in terms of their services, terms and conditions (additional contributions, selective tariffs, bonus models) and customer service (over the telephone, by email and online).
Ten mystery shoppers used phone calls and emails to check up on the quality of each company’s customer service. Each website was also checked out by ten trained testers, who wrote up a detailed analysis of the content covered. Customer service contact was made with the health insurers 620 times in total to form the basis of the assessment. In partnership with the German insurance comparison portal Krankenkassennetz.de, terms and conditions and services – including additional contributions, selective tariffs, bonus models, additional services and screening schemes – were also identified and evaluated.
You can find out more by visiting DISQ’s website.