ONVZ stays at the top in 2024 customer satisfaction survey

Despite a drop in its Net Trust Score (NTS) of +33, confidence in ONVZ also remained high and above average for the market (+ 22). ONVZ brands VvAA (+35) and ONVZ came in second and third as health insurers that earned the most trust from their customers. The scores for service (8.3) and appreciation of the insurance product (7.9) also remained high.

Positive about claims and coverage

Those insured by ONVZ generally report good experiences. Like last year, they were positive about the convenience of submitting claims (8.7) and the extent of the coverage. People feel that they are well insured. In addition, they were happy with their dealings with our staff, and with the app. Of course there were also points for attention, including online contact options, access to information, and the convenience of the personal online platform ‘MijnONVZ’.

Customer loyalty as high as ever

Loyalty among people insured with ONVZ is consistently high: 88% of customers plan to stay with ONVZ next year too. Esther Jelsma, Customer Relations Director at ONVZ: ‘We’d like to thank everyone insured with ONVZ for their appreciation and loyalty. We are delighted that we’ve managed to retain our position at the top of the market. As an insurer offering a First-class Health-care Plan, we spend every day working hard to offer the people insured with us excellent, expert service. The information from the 2024 KlantenMonitor Zorgverzekeringen customer satisfaction survey will encourage our entire organisation to take the service we provide to our customers to the next level.’