Price comparisons and provider changes enable cost savings in car insurance. But not the price alone decides. Both direct and branch insurers can rely on satisfied customers in many areas, as a study shows.
Despite visible differences in the individual evaluation areas, both the motor branch and the direct insurers achieved a good result in a survey by the German Institute for Service Quality. Striking: the direct insurers perform slightly better overall in all areas than the motor vehicle insurers with an intermediary network. Only two direct insurers, CosmosDirekt and HUK24, achieved the customer rating "very good".
Prices and services in focus
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 rated best by customers of both direct and branch insurers.
Good service marks
Around 84 percent of those surveyed at the branch insurers were satisfied with the service overall – this even applies to more than 85 percent of the customers at the direct insurers. The branch insurers score particularly well with the personal advice on site, the direct insurers the most with the telephone service.
The often price-sensitive direct insurer customers are also more willing to switch: more than one in four respondents stated that they had switched in the last three years or were planning to switch providers soon. This proportion is only half as high for branch insurers. Markus Hamer, Managing Director of the German Institute for Service Quality, takes stock: "The industry is well positioned, which at the same time opens up many options for switching. That's why another result is interesting: over 30 percent of those surveyed who had already had a claim showed up not satisfied with the regulation. Such an experience can quickly become a reason for a change."
Ranking of direct motor vehicle insurers
The most popular direct vehicle insurer is called CosmosDirekt (quality rating: "very good"). In all areas, the company is ahead of the other direct insurers and, for example, has more than 92 percent satisfied or even very satisfied customers for contract services. In addition, less than two percent of those surveyed stated that they had ever been annoyed with the insurer. In addition, the willingness to recommend the respondents is high.
HUK24 is in second place, also with a very good result. Almost 95 percent of those surveyed are satisfied with the price-performance ratio - the service is rated positively in almost 94 percent of cases (second place in each case). Only around three percent of customers report an annoyance they have experienced. The high willingness to recommend also contributes to the positive result.
Sparkasse direct insurance (quality rating: "good") takes third place. With regard to the contractual services, over 32 percent of those surveyed chose the best possible answer option "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).
Ranking of motor branch insurers
With the quality rating "good", HUK-Coburg achieved first place among the motor branch insurers. In terms of service and contractual services, the company takes first place with 87.6 percent and 87.3 percent positive ratings, respectively. The proportion of annoyances is less than three percent, the lowest of the branch insurers. In addition, the respondents expressed a high willingness to recommend the company.
Second place goes to LVM, also with a good overall result. The price-performance ratio emerges here as a guarantee of satisfaction - almost 94 percent of those surveyed are satisfied with this (rank one). LVM is also in the top 3 when it comes to contractual services and service. In addition, there is a strong willingness among customers to recommend the company.
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 almost 87 percent of cases. WGV also stands out when it comes to annoyances: Only 4.5 percent of those surveyed said they had had negative experiences with the provider.
