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SBK impresses with best quality of service

Together with the DFSI (Deutsches Finanz-Service Institut), Focus-Money has evaluated the quality and transparency of health insurers’ services.

SBK has once again been awarded the ‘best quality of service’ distinction with the top mark of ‘outstanding’ in the ‘quality of service’ category. A total of seven of the German health insurers open to the public received the top mark. This year SBK received a rating of ‘very good’ in the ‘transparency of services’ category.

Forty health insurance companies (with a total market share of just under 88%) completed the extensive questionnaire in full and were thus included in the ranking.

The evaluation in the quality of services category is based on the data from the transparency of services: service hotline (incl. waiting time, quality of employee training, etc.), digital tracking of benefit claims, approval rates (ratio of approval to rejection), objections/social court proceedings (figure for individual health insurers in relation to the market average), expenditure on prevention courses/bonus schemes/optional tariffs, innovation fund (number of participations), service apps (evaluation of online self-service branch).

The following criteria, among others, were assessed in the transparency of services category: transparency with regard to the granting of medical services, such as processing times for applications for benefits and services, approval rates for selected benefits and services, information on contradictions and social court proceedings, the number of participants and the amount spent on bonus, prevention and optional tariff programmes.

The test results were published in the 41/2023 issue of Focus-Money magazine in the article ‘Keine Geheimnisse?’ [‘No secrets?’].
You can find the article on the DFSI (German Financial Service Institute) website.