ONVZ retains high ranking in 2025 customer satisfaction survey
Houten, 24 April 2025 - In its 2025 KlantenMonitor Zorgverzekeringen customer satisfaction survey, market research agency MarketResponse measured loyalty and satisfaction among people insured with health insurers. With a third-place ranking, ONVZ continues to be one of the highest rated health insurers in the market. Like in previous years, ONVZ’s Net Promoter Score (NPS) of +28 was again significantly higher than the market average of +16.
Despite a drop, ONVZ’s Net Trust Score (NTS) of +28 shows that confidence in ONVZ also remained well above the market average (+20). ONVZ brands VvAA (+33) and ONVZ came in second and fifth as health insurers that earned the most trust from their customers. Coming in at 8.3 out of ten, our service rating remains high, as does our customers’ appreciation of the insurance we provide, i.e. our product, which again achieved a rating of 7.9. This is the highest rating in the market.
Positive about reimbursements, our generous package and ease of claiming
Those insured by ONVZ generally report good experiences with ONVZ. And, just like last year, they are positive about the coverage, reimbursements and claims. Our physiotherapy coverage, generous package and the speed with which we pay out give customers peace of mind and the confidence that they are well insured. Besides their high rating of the ease of claiming (8.6) and our claim processing (8.6), customers also greatly value the Mijn platform (8.0) and the app (8.1), as well as their interactions with our staff over the phone (8.2). There is room for improvement in customer contacts through the chat feature.
Customer loyalty remains high
Loyalty among ONVZ customers remains high: around nine out of every ten customers (89%) state that they want to stay with ONVZ next year. Age-Pieter Kamermans, Customer Relations Director at ONVZ: ‘We’d like to thank everyone insured with ONVZ for their appreciation and loyalty. We are delighted that we have cemented our place among the top insurers in the market. The ratings from the KlantenMonitor survey are in line with the results of our own customer satisfaction survey. This underlines our customers’ satisfaction, which peaks right after they’ve received expert support or advice from our ZorgConsulent advisers. As an insurer offering a First-Class Health-Care Plan, we spend every day working hard to offer the people insured with us the quality that made them choose ONVZ. The information from the 2025 KlantenMonitor Zorgverzekeringen customer satisfaction survey will encourage our entire organisation to take the high-quality service we provide to our customers to the next level.’
